Celebrating the work of those on the front line of customer service


A commitment to continuous improvement is what makes a contact centre team great


Our quarterly award winners for the October to December period each show a commitment to making their interactions with their customers better. Oriana Soto from Barwon Water is relatively new to her role but has grabbed onto the SenseCX Quality framework as a way to effectively structure her calls, and based on both her results and the feedback from her customers, it’s paying off! Similarly, Jack Donnelly from ANU is driven to not only making his customer interactions as successful as possible, but to support his colleagues to do the same. And then there’s Kelly Douglas from Central Highlands Water, who is showing her commitment to taking her customer interactions from great to fantastic.

You can read Kelly, Jack and Oriana’s stories below. Congratulations to you all!

CSBA congratulates the October-December 2022 Most Customer Focused Award winners

Kelly Douglas Central Highlands Water

Anna Hayes, Customer Service Team Leader at Central Highlands Water is quick to point out that “Although we have only been on our CSBA journey since our training in October, Kelly is highly deserving of this nomination for Agent of the Quarter. Kelly has been our champion here in the office in taking the training that we had and running with it.”

Anna says that Kelly will openly admit that sometimes she struggles to bring the training into her customer interactions, but, Anna says, “after listening to some of her calls she completely understands why we are working with CSBA to improve our customer service.” Kelly was deeply disappointed with her assessment results after her training, but she has been proactively focusing on improvement. Anna says, “Kelly has called other water corps to ask them basic questions to be able to listen in to their customer service and see what tips and tricks she can gain from these calls.”

We love your commitment to improving the experience for your customers, Kelly! Keep up the great work!

– The nomination was received from Anna Hayes, Customer Service Team Leader

Jack Donnelly – Australian National University

The Australian National University’s Future Student Experience (FSE) team member, Jack Donnelly goes above and beyond to assist each customer. 

According to his supervisor, Core Enquiry Officer Kevin Chan, it is Jack’s ability to calmly and concisely address every element of a customer’s enquiry that drives his high performance.  

“This is reflected in Jack’s CSBA scores for phone calls, which consistently score in the mid-90s,” Kevin said. “The advice that Jack provides over the phone tells me exactly the nature of the enquirer’s concerns and their reason for calling.” 

Jack has established himself as an extremely supportive member of the team as well. He actively goes out of his way to help his colleagues, Kevin says. “When one of our team members was responding to a complex enquiry about a prospective student’s application, Jack was there to help out with advice on how to respond, as well as information about where to find the relevant policy,” he said. “In this way, Jack was able to help out by providing useful information to his colleague that could help address similar enquiries in the future.” 

Great work, Jack! This commitment to ensuring that your colleagues feel supported when they have questions is a testament to your dedication to improving the operations of the entire Future Student Experience team.  

– The nomination was received from Kevin Chan, Core Enquiry Officer – ANU Future Students

Oriana Soto – Barwon Water




Oriana started with Barwon Water during Covid. As she was working solo from home, she did not have the advantage of hearing her peers following the CSBA SenseCX call flow. Nonetheless, she has worked very hard and has proactively asked for coaching and support. According to Brendan Hanrahan, her CX Coach at Barwon Water, “Oriana done exceedingly well with her customer calls. This quarter, her assessments have all been Excellent with all her seven assessments in the 80s”.

According to Brendan, Oriana’s customers are enthusiastically providing positive feedback about their interactions with her. A number of customers have highlighted how polite she is during their interactions. One customer says, “I spoke with Oriana. She was the most delightful person and polite person that I have ever spoken to in any department ever. She’s gorgeous. Thank you”, while another said “The most polite and helpful person, Oriana I think her name was, best service ever. Thank you”. And that’s not all! Brendan points out that her customers recognise her commitment to making her interactions as successful as possible: “Oriana was so helpful in facilitating my request for a concession deduction. It made my day! Thanks, Oriana”; while another customer offered “Many thanks to Oriana and congratulations on such a wonderful level of customer service – really appreciated.”

We appreciate your efforts in supporting your customer’s too, Oriana. Congratulations!

– The nomination was received from Brendan Hanrahan, CX Coach

Nominations are open for the January – March 2023 awards

We’re currently accepting nominations for the January – March 2022 CX Agent of the Quarter 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?