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Article : 2012 Large Contact Center Award Winner! - Interview with Paul Borg, General Manager National Australia Bank

Firstly congratulations on your Silver medal win at the Global Best Practice Conference and Awards – how did you feel when you were called out to accept the medal when you were up against so many other world class companies?

The pride and excitement about where NAB was going to placed was really building in the lead up to the awards presentation. By the time we were called out, I already knew it was going to be silver or gold. So when it came to the moment, I initially felt a little deflated that we came so close to taking gold, but almost immediately the realisation of what we had achieved set in……and the pride and excitement were back!

 

 

Going back in time now, share with us why you entered the award in first place and what you were hoping to achieve

We wanted to show our people that their work is truly world-class by measuring our performance against other industry leaders. We felt that we had come a long way in the past couple of years and that it was time to obtain external validation on the quality of our operation.

 

 

Can you describe the process you went through starting from the initial application through to presenting in the regional heats in Singapore in July

Our application was written around the principles we used to develop our centre over the past couple of years, in particular that happy people will mean happy customers.

 

When we were invited to compete in Singapore we expressed to our executives that we thought we would compete strongly, that we would learn some great tips to bring back to the business and that it would be great for our people. They agreed and the travel was signed off.

 

Then we simply built a presentation that showcased our greatest qualities and strategies, consciously choosing to be generous in our sharing of insights and tips.

 

 

The competition in Singapore was tough, how did you feel you did on the day when you presented?

Andrew Pearce, our previous General Manager gave that presentation. Andrew is a seasoned public speaker and was completely calm leading up to the event. He delivered a solid performance and my memory of his personal assessment was….."Well, I think that went alright, didn’t it? He modestly conveyed relatively low expectations of an award both before and after his presentation.

 

 

When you won in Singapore how did you share the news with your teams?

We immediately shared the news with NAB’s senior executives and our leaders so they could tell their people personally. This was followed up with a range of communications including an intranet article, posts on Yammer, and video footage on the LCD screens throughout our centres.

 


And how did you as a team celebrate?

Like all good call centres… ….with free food. We supported this with celebratory communications, which including our peoples’ responses to the result, helping to build a groundswell of pride around the achievement.

 

 

What did you do to share the news with the world i.e. not just your team but others in the industry and in general?

We shared the achievement via LinkedIn and Facebook. But the reason we entered the awards was to demonstrate to our staff and the broader business that we are an industry leading operation, so that’s who we focused our post-event communications on.

 

 

You must have been so proud to represent Australia in the global awards, how would you describe that feeling?

It’s not an everyday thing to have the opportunity to represent your country, but I was much more conscious that I was representing the people who make our centre such an amazing place to work.

 

 

Now once the regional heats were over, what did you do differently to prepare for the global awards in Las Vegas?

We refined and updated our presentation, adding a video to really bring the passion of our people, their colour, energy and overall culture into the spotlight.

 

As the new delegated representative, I worked to make the presentation my own by practicing, practicing and practicing. I gathered a cross section of people from across my business to form an audience and took on their feedback. Involving our people in preparing for the awards really brought to life the messages we were sharing with the team about our participation.

 

 

How did you find the competition at the Global level?

Tough, the cultural diversity alone brings a whole range of new styles, ideas and great practices to the stage.

 

 

A big part of this whole process is competing, but also learning from others, for someone who is interested in best practices, how would attending this event as a delegate help them?

The process forces you to assess your own operations, from both an inside-out and an outside-in perspective. When you combine this with the opportunity to network and share approaches with industry leaders you get a great platform for furthering your understanding of best practice.

 

 

And what ideas did you take away? Can you share a few that you really liked?

I think that the key theme was the value of embracing diversity. We see it as a great strength in our centre and I found it interesting to note that it was a clear component of most standout performers.

 

 

So now after Vegas, you had a long trip back home, how did/are you celebrating with your teams?

As we did when we won the APAC finals we’ve communicated to staff and congratulated each other, but we handed over responsibility for how we celebrate to our people. Not surprisingly they chose food, so we putting on a ‘Carnival of Food’ across our three sites to celebrate.

 

 

Lastly, you hold the title as No 2 in the World for best Large Contact Center for a full year plus No1 in Asia Pacific, how do you feel about defending your regional title and competing for GOLD again?

We’re feeling good about the year to come. Our Sales team are chomping at the bit for the opportunity to compete next year, so I think it’s time to let them show the world how good they are.

 

>>> For more information on entering the Contact Center World Awards click here


About National Australia Bank:
Company LogoNational Australia Bank’s UK organisation.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Sunday, December 9, 2012

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2023 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Lexico Telecom

SIP TRUNK PROVIDER
We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.

7.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

8.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

9.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

10.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

11.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

12.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

13.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

About us - in 60 seconds!

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