Profile: Aaron Payne, On The Move
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Aaron Payne Number of years in role: 4 Number of staff: 9 Call Centre Staff Industry: Utilities & Telecommunications |
What do you do?
As we deal with a wide range of products and services, our technical knowledge and pricing on these products has to be second to none. Training, mentoring, coaching and staff development helps us achieve our goals.
I have come from an IT background. So I also maintain the company website, which also includes creating copy for customers and channel partners through email templates, as well as taking on some IT administration and support.
The best part of my role is configuring and testing new technology. This means modifying our IP-PABX, auto attendants, voice recordings and queue allocations. With customised CRMs and databases in our contact centre, my role includes dealing with the workflow allocation and reporting through our systems.
Our organisation relies heavily on our partnerships with leading utility companies. Not only do I manage our own processes, procedures and workflows, but liaise on a daily basis with utility companies and their departments about our communication channels and how they operate.
What results are expected in your position?
Our inbound and outbound contact centre generates warm leads from our channel partners. This means no cold calling for our CSOs (Customer Service Operators). Although they do have sales targets, our goal is to help inform customers of options, and rely more on a soft solution sales approach, as an informed decision is also the right one.Sales targets play a large part of our CSOs roles. I am responsible for getting them across the line and beyond.
What has been your biggest career highlight to date?
As we deal with essential services it is imperative that our customers get connected on time. The most rewarding part of my job is when customers call up at the last minute to organise electricity connection, having had no success through other companies. In some situations we can help them connect that day. Such an efficient connection, leaves the customer feeling confident and extremely thankful, knowing they will have electricity when they move into their property. On The Move prides itself on superior customer service and strives to go the extra mile for customers.
What is the best and worst thing about your job?
When a customer calls late Friday afternoon sometimes our hands are tied with networks not being able to connect electricity until after the weekend. It’s our job to inform them of the cut off times and deadlines, and explain why they need to wait until Monday for electricity.
Any tips on how to get and stay ahead?
It is important that contact centres have a customised CRM that is based around your own procedures, processes and workflows. The key to great customer service and client interaction is the way you communicate with customers. Nowadays contact centres offer more than over-the-phone services. To be a success, you need to make use of new technology such as SMS, emails and the internet.
How do you encourage loyalty with your staff and clients?
We offer our customers more than just basic connections. We offer customers gift vouchers and special rewards when they connect through us. Usually we can offer more options and rewards than what the standard utility companies offer.
What do you think employees want from their employer?
Support, acknowledgement, direction and rewards for doing a great job.
What does your company do for its staff that you feel is different from what other companies provide?
We provide staff with free broadband internet for their personal home computers.
What are the biggest human capital issues your industry is dealing with? …and what should be done about them?
Dealing with essential services, I believe everyone has a right to be connected to electricity in their new home whenever they need it. We are faced by rules, regulations and restrictions everyday because electricity networks will not connect customers, after hours, at night or on weekends. I think the essential services commission needs to review the way networks operate and interact with retailers and their customers.
