People are at the heart of everything we do here at CSBA. We love to see them flourish and strongly believe that personal and professional growth and knowledge should be embraced, shared and celebrated.

 

Celebrating the work of frontline agents

As part of our CSBA Awards program, each quarter we ask our SenseCX clients to nominate members of their team for the CSBA Most Customer Focused Agent Awards – it’s just one of the ways we can celebrate personal growth and development. The winners of the Quarterly Awards are then be eligible for CSBA’s Agent of the Year Award.

We received 44 individual nominations from 20 different organisations during the April to June quarter. While voting was once again very tight, in the end the panel selected three clear winners – each representing themselves and their employers incredibly well in their efforts to do what they can to give their customers a better experience.

A number of the nominations shared the way in which individual team members stepped up during these strange times we find ourselves in – like Chiara from AusNet, who was nominated by her colleague Alan.

There were also stories like Stephen’s, who was nominated for going the extra mile for a particular customer. His Team Leader and nominator, Amanda, assures us this is just one of many stories she could tell where Stephen has taken the time to just listen to his customers.

And of course, we love to hear stories like Joeseph’s, from ActewAGL, who set out on a personal journey to enhance the quality of the service he provides his customers – and has been an inspiration to his peers along the way.

The Quarter 4 | 2020 Most Customer Focused Agent Award winners are…

Joeseph Pisano

Joeseph was nominated by his Team Leader, Sia Kaira and fellow Customer Service Officer Alyssa, for his exceptional commitment to improving his call quality results over the last three months, as well as his ongoing contribution to providing outstanding customer service and working to create a positive team culture.

Joeseph understands that many of the customers he deals with are distressed  (especially during this pandemic). He’s intentionally made it his priority to go above and beyond to  provide his ActewAGL customers with a positive experience – which is reflected in both his internal and external call quality results.

In February 2020, Joeseph set out to improve his call quality results by welcoming feedback and learning from missed opportunities. In the month of March 2020, Joeseph achieved two personal best results – a 91% and a 92% on internal call quality evaluations. Ecstatic about the great results he received, Joeseph set about learning new ways of incorporating positive and engaging language in his calls.

In April 2020, in addition to taking calls, Joeseph started supporting the written channel by actioning email replies to ActewAGL customers. Joeseph achieved a 93% on an external call evaluation, followed by an all-time best of 100% for an external email quality evaluation. Joeseph’s improved results are a testimony to his great efforts in implementing the CSBA SenseCX methodology correctly.

As one of ActewAGL’s senior team members, Joeseph has achieved outstanding results in his customer quality scores and is worthy of recognition for his outstanding efforts.

The nomination was received from Sia Kaira, Contact Centre Team Leader.

Chiara Palomares-Angeli

Chiara is widely recognised within AusNet Services for her genuine commitment to superior customer service. She has been nominated for this award not only by her managers, but by her peers, for the extraordinary leadership and customer-centric behaviour that she displayed at a time when the Covid-19 pandemic was ramping up across Australia.

The government advice to work from home presented a unique challenge to the AusNet Services’ call centre team, which had never operated remotely. The business decided it was a good time to peruse and implement this capability, which carried system and practical considerations. Chiara was instrumental in piloting technology in the work from home environment, often undertaken after hours to ensure the centre was always operational to answer customer calls.

While many might shy away from taking on extra responsibility during this time, Chiara stepped up and began managing the team for this transition. As various solutions were tested and implemented, Chiara maintained her calm demeanour even when hurdles arose. She was not only focused on making sure the team were best placed to service AusNet Services’ customers, but also on the wellbeing of the individual team members. She ensured that shifts were carefully rostered to suit people’s lives, and often stepped in when shifts needed filling.

Chiara did an extraordinary job during extraordinary times. She significantly contributed to making sure AusNet Services operational considerations had no impact on the quality of service offered to their customers.

Stephen Fawcett

Amanda Bradford, Steve’s Team Leader, recently overheard him talking with one of Nillumbik Shire Council’s customers and realised how lucky Nillumbik was to have a staff member who genuinely loves talking to his customers – whether it’s a tricky call or an easy one.

A customer called to discuss an asset protection form he was having difficulty accessing online. He was frustrated as he need the application ASAP. Steve’s tone and empathy stood out from the get go, working through the SenseCX framework to help resolve the customer’s issue. Because Steve took the time to unpack and understand the problem, seeking more information and using effective questioning techniques, he was able to identify that the issue was due to the customer using his mobile phone and not all options were displaying. Steve took the time to talk the customer through accessing the website via a laptop, explaining where to find the application and the process that would follow.

Steve also provided the customer with other options to submit the application. The customer confirmed that submitting the application online best suited his needs. Steve also also clarified and summarised all the information he had provided the customer.

Shortly after, Nillumbik received the application form online, which sped up the process for the customer. Steve could have just written the concern off as a website glitch, but instead he worked out the customer’s underlying issue. As a result, the customer’s application was responded to in 24 hours.

The nomination was received from Amanda Bradford, Environment Business Support Coordinator

Nominations are open for the Quarter 1 | 2020/21 Awards

We’re currently accepting nominations for the Quarter 1 Most Customer Focused Agent Awards and encourage all of our clients to nominate agents and frontline staff whose work deserves to be celebrated.

The awards are about celebrating the members of your team who work to create better customer experiences and nominations can be based on a variety of different reasons including:

  • Excellence in the use of a specific SenseCX measure.
  • Consistent improvement in SenseCX assessment scores.
  • Embracing a SenseCX behaviour for the first time – moving the dial away from 0%!
  • Sharing tips or information with the team about how to achieve specific SenseCX behaviours.
  • Embracing a new technique or behaviour to enhance the experience for customers.
  • Handling a complex enquiry really well.
  • Showing a genuine passion to improve a customer’s experience.
  • Transcending customer expectations – going above and beyond for a customer.
  • Finding the perfect balance between people and process for the good of a customer.
  • Showing real leadership and judgement to reflect your organisation’s customer-focused culture or customer promise.
  • Stepping up to report an issue that was impacting customer experience.
  • Finding a creative and/or innovative way to solve a customer’s problem.

To nominate a member, or members, of your team simply complete this nomination form.

Want to explore how CSBA can help you provide your customers with better experiences?