Any business knows that its people are the rock on which its success is built on. We have invested and continue to invest heavily in all of our technology and infrastructure to give our clients the best possible service.
However, we know that when we pick up the phone, we are the first line for our clients. We are representing them. That is why we invest just as heavily in our staff. Testimony to our approach to continuous improvement in all areas is the appointment of two senior roles within the business as we continue to ramp up our corporate division.
Joining the business are Sally-ann O’Neill as Head of Contact Centre Operations and Mary Pickering as Training and Quality Manager. Sally-ann joins from DHL Express, whilst Mary was previously with the national debt advice charity, Step Change.
Attracting people of such renown within our industry is down to our commitment to quality and to giving high calibre individuals that can make a real difference to our business (and that of our clients) the room and resource to excel.
The recruitment of Sally-ann and Mary marks the beginning of a major push into new markets. Here’s Answer-4u’s General Manager Stuart Wilson to explain:
“The appointment of two major industry figures in Sally-ann and Mary is a real statement of intent by Answer-4u. Our reputation has been built serving the SME market and that will continue but we are also now gearing up our offering to the corporate client. In order to do this, we need to attract and retain the highest calibre employees possible. Sally-ann and Mary are a major part of that in terms of their own skills and experience but also in what they can bring out of our current teams. This is a very exciting time for us all and heralds the beginning of a new era for Answer-4u.
Sally-ann O’Neill said:
“With inbound call centres, you have to remember that we are often the first point of contact people will have with an organisation. We are the eyes, ears and voice of our own customers and we have to ensure that we do all we can to excel in our representation of them. That means getting right to the heart of our customers, listening, understanding and then putting that into practice in tandem with our own huge experience.”
Mary Pickering echoed the sentiments:
“We are building a team with an obsession for excellence as standard. That is never to be taken for granted. My role in tandem with Sally-ann and Stuart will be to build on the already excellent work and company culture established here at Answer-4u and take it to greater heights. This is not a traditional call-centre as we are inbound, rather than outbound. That takes a whole new skill-set and mentality and my role will be to help inspire and motivate the team to ensure our customers get the very best level of service possible.”
Stuart Wilson concludes:
“This is an exciting time for the business. We’ve been investing right across the board in everything from call centre hardware to green energy but the crucial thing, as our customers’ frontline representatives, is that we invest in our people. The appointment of Sally-ann and Mary is a key part of this strategy and I look forward to working with them both as we take this business forward to greater heights.”