Scoop has an Ethical Paywall
Winning the 'wow' factor in customer service
21 September 2007
Winning the 'wow' factor in customer service
Waitakere City Council call centre representative, Madelaina Adams was back from maternity leave for only a few months when she was chosen as one of three top Customer Services Representative from hundreds around the country by CRM Consulting Ltd.
CRM's annual "audit" of New Zealand's call centres is considered a valuable benchmark and training programme in customer service standards.
Madelaina's friendly attitude, professionalism and 'wow' factor contributed to the surprise win that has delighted Waitakere City Council's call centre team.
"Everyone is thrilled for her. We're really excited about it," says call centre manager Caroline Rakich.
"It's awesome for a council to be awarded this honour because we're up against some pretty slick customer service representatives from the private sector including banks and businesses like insurance companies and top auto dealerships just to name a few," says Caroline
All the call centre staff took on the CRM audit as a personal challenge and Madelaina's award has only inspired them to achieve even high standards of customer service.
"They are a passionate bunch - and are fully committed to customer service. We have very high standards when looking for call centre staff to represent the council," says Caroline.
CRM's judges pose as callers to test the representatives in how quickly they answer the call, their greetings, product knowledge, sales awareness, communication skills and empathy.
The calls are recorded and rated against a huge range of responses.
Once the 71 call centres were tested as a whole, the top CSRs were singled out and, Madelaina was named as one of the top three Most Outstanding Customer Representatives.
Madelaina - "absolutely delighted" with her win - speaks highly of the supportive atmosphere at Waitakere's call centre. "It's just great here, I love it. That's why I came back," she says.
Many former call centre staff go on to customer service roles in other parts of the council.
"Call centre people have an amazingly broad knowledge of the council. The council's 'product' is huge and it's always changing," says Caroline.
***ENDS***
Gordon Campbell: On What’s Wrong With The Treaty Principles Bill
Ministry For Culture And Heritage: Reverberations Of Erebus Disaster Still Felt 45 Years Later
Watercare Services: No Cause For Concern After Slightly Elevated Levels Of Arsenic Detected In Treated Waikato River Water
Te Pāti Māori: Government’s First Year A ‘Catastrophe For Māori’
Department Of Internal Affairs: Samoan Citizenship Bill Passes Into Law
NZ National Party: National Acknowledges The Passing Of Hon Nikki Kaye
Mana Mokopuna: Children And Young People Share Vital Insights On Healing From Family Violence And Sexual Violence In New Report
