The Global Association for Contact Center Best Practices & Networking

You won GOLD in one of our regional contests in recent years, what made you enter the competition in the first place?
At the time I was the Learning Manager in ANZ Consumer Finance Telesales, and the Head of Telesales nominated me for this award. I was thrilled to be nominated as it provided a fantastic opportunity to demonstrate my own passion and talent for my role as well as to highlight the innovative learning culture we were building in Telesales.

How did you and your colleagues celebrate your win and what recognition did you receive internally and externally for this fantastic achievement?
It was great to have my colleagues with me on the night to celebrate my success and even better to see my award featured in ANZ's staff magazine. The biggest highlight though was being featured on the front page of ANZ's global intranet site.

How did the win change things for you personally?
Winning the Best Contact Center Trainer in APAC helped to grow my profile across ANZ which has led to several project opportunities and ultimately a promotion to work on Transformation projects that have included two work trips to India. It is quite amazing to see how my career has skyrocketed over the last 12 months!

What impact did the win have on the morale of the center overall?
Telesales was thrilled to be recognised with two Gold and two Silvers at the ContactCenterWorld.com World Awards which made all team members very proud. In particular, new staff members were excited and confident to know that their Learning Manager was a world-class award winner.

Looking back at your win at the regional awards, can you share some insights into how you felt when we announced you had won GOLD and what this amazing award meant to you personally?
I vividly remember thinking "Yes!!!" as my name was read out and then thinking about who I most wanted to thank. It seemed very fitting that the names who sprang to mind were two amazing managers, the first who saw my potential 12 years earlier and gave me a chance to enter this profession and my manager at the time who believed that my achievements were worthy of global recognition. Once back off the stage I immediately rang my husband who supports me in everything I do and my father who has always encouraged me. Sharing this moment with colleagues, mentors and family will remain a professional highlight throughout my career.

What would you say to others who have thought about entering these awards but are hesitant because they don't know how they will do?
There is a great quote by John F Kennedy that inspires me each day: “We choose to go to the moon in this decade and do the other things, not because they are easy, but because they are hard, because that goal will serve to organise and measure the best of our energies and skills, because that challenge is one that we are willing to accept, one we are unwilling to postpone, and one which we intend to win…”
By nominating yourself in these awards you are challenging yourself to be measured against the best while also giving yourself a great opportunity to share and learn with others.

In summary, how has winning the GOLD affected you and those around you?
Winning this award has recognised my achievements and unleashed my ambition.

About ANZ Bank :
ANZ is an international banking and financial services group, which is among the top 50 banks in the world. We have more than six million personal, private banking, small business, corporate, institutional, and asset finance customers worldwide. ANZ’s history stretches back over 150 years and involves dozens of different banks.