Profile: Colin Ferguson, Australian Air Express

Colin Ferguson State Customer Service Manager Vic/Tas Australian Air Express Number of years in role: 13 years at AAE, in call centre since 2003 Number of staff / seats:  40 Industry:  Logistics/Transport

What do you do?
I am the Call Centre Manager, working with other areas of AAE business.

What results are expected in your position?

• Achieve service level
• Provide quality of service
• Be below budget
• Manage staff retention and satisfaction

What has been your biggest career highlight to date?
Where we have got too, process improvements, increasing staff retention, driving changes and providing optimal customer satisfaction.

What is the best and worst thing about your job?
Best thing – watching staff develop their skills to achieve service levels.

Worst thing – absenteeism and watching others having to carry the load.

Any tips on how to get and stay ahead?

• Understand your industry and customer needs. 
• Produce a high quality of service.
• Remain profitable.

How do you encourage loyalty with your staff and clients?
A give and take mentality, creating a 2 way street, reward and recognition

What do you think employees want from their employer?
Job satisfaction, making the job as interesting as possible.

What does your company do for its staff that you feel is different from what other companies provide?

• Regular communication
• Asking for staff input
• Getting the ‘buy-in’ from staff
• Social events

What are the biggest human capital issues your industry is dealing with?   …and what should be done about it?

1. Absenteeism

2. Technology

3. Training not consistent