You must have a busy job being a Client Services Director?

My day usually starts off with breakfast meetings – whereby I review training plans, forecast and ensure that performance targets are being met, and also ensure that service quality targets are being followed. It is both strategic and operations driven as I liaise on a frequent basis with the various department heads in the company.

Teledirect won the gold award for Best Outsourced Contact Centre in 2005. That must have been a great achievement for the company, wasn’t it?

Yes, we won the gold award for Best Outsourced Contact centre in 2005. And we also won silver in the international category. One of the reasons that we won was because we have a team of motivated staff who is always willing to go the extra mile to achieve or exceed performance targets.

I was very happy to be part of a highly motivated team that was well structured and committed to achieving excellence, and we were lucky to be well supported by our Human Resource team as well.

Furthermore, Teledirect has a very advanced Customer Relationship Management (CRM) system that enables our call centre agents to call suitable potential customers that are assessed based on key demographic information. The CRM system therefore boosts the sales of our agents by helping them to be more effective callers when doing their telesales.

We essentially believe in providing the best training and support to our call centre agents so that they can serve their clients’ needs well.