Mostly, our dedicated Senior Management and Team Leaders have been with us between 10-20 years which is a good sign that they’re happy, stimulated and enjoying their work. Their involvement in the company and ground-breaking campaigns we’ve taken on over the years has made experts out of them; from large-scale privatisations to bespoke services for entrepreneurs.
We work closely with our clients, designing the software, scripts and training with their cooperation. Initial and any ongoing training is undertaken in-house and our call-handlers are trained to maintain high quality standards and treat callers with patience and dedication, operating as an extension of our clients’ businesses.
Dellah manages some of our key accounts, and has worked on blue chip client accounts for over 25 years. So developing bespoke and complex service specifications for large organizations is second nature to her. Starting with The Contact People as a call handler on British Telecom campaigns, she moved through the ranks from Trainer, Team Manager, Call Centre Manager and is now a core member of the senior management team. Dellah is kept busy managing our key accounts monitoring bespoke services and campaigns, and working with our main suppliers. Dellah has also been instrumental in developing and implementing our ISO9001 quality processes.
Melanie has enjoyed a successful career in developing services and managing accounts in the call centre industry. After graduating, Melanie began life at The Contact People as a Call Handler. She then moved across to Account Manager before joining the senior management team.
Melanie is responsible for working with our 150+ SMEs, designing and managing their services and oversees the Client Support team.
Bernie oversees everything to ensure we have the right resources to meet our client’s evolving and growing needs. Now in her 26th year at The Contact People, Bernie has excelled in all areas of the business. First starting as a Call Agent, Bernie has taken on many roles at The Contact People, from Quality Monitor and Training Coordinator to managing human resources. Her vast experience in operations makes her ideally placed to keep us all working like clockwork, 24 hours a day. Bernie keeps herself busy coordinating training inductions and managing Team Managers and staff resource planning.
David develops and plans client set ups in a bespoke software environment. This includes the planning of client rostering, scheduling and carrying out procedure amendments. The team is responsible for providing and maintaining a high quality and consistent customer experience.
Ian develops and plans client set ups in a bespoke software environment. This includes the planning of client rostering, scheduling and carrying out procedure amendments. The team is responsible for providing and maintaining a high quality and consistent customer experience.
I just wanted to give you some feedback for your team with regards to the migration of all of our contracts over to the Out of Hours service.
I must say that the whole transition has gone very smoothly indeed and I am delighted that its gone without a hitch.
Please pass on our compliments to your team who are providing a first class service for us!
Customer Support Centre Manager