VoicePlus has outclassed close to 2000 Telstra dealers nationwide to be announced the inaugural award winner:
VoicePlus took out the most prestigious customer service business award at Telstra's Annual Partners Conference at the Royal Pines Resort in the Gold Coast in August 2010.
Managing Director, Michael Giffney, was on hand to collect the award from Telstra's Sales and Operations Director, Steve Bannigan.
Below: Bona Villamayor (Mobile Support Team Leader) and Robert Hill (Dispatch Manager) with the Telstra trophy.
VoicePlus Managing Director, Michael Giffney...
"We sat down together as a staff a couple of years ago to talk about how, in the business world, it can be difficult to stand out from the crowd.
We decided it would be our people and how we treat our customers that would be the VoicePlus point of difference.
In 2010 and 2011 we invested in constant professional staff training to ensure we all keep pace with the ever changing world of telecommunications technology. All staff have also signed up to study for their Certificate IV in Customer Contact, which is completed during their work hours.
We have developed systems to put people first. On contacting VoicePlus our customers receive a unique enquiry reference number. They then receive automated emails to confirm receipt of thier enquiry, to advise them who is handling their enquiry, and to confirm resolution of their matter.
Of course we always have real people answer our phones and our phone system allows us to direct customers to the expert staff member they need without long queues.
We pride ourselves on quick resolution of our customers' issues and we have direct access into Telstra's systems to facilitate this.
Finally we have also invested in staff-led health and wellbeing programs, with some staff choosing English tutoring and some embarking on a Fitness First membership.
We have made customer service a priority in our business and it is a great thrill for all the staff to win this fantastic recognition that we have been doing it well. It should also make our customers feel great that they are working with the best in the business.
It is fantastic to see Telstra has recognised our efforts to be the best we can be when it comes to looking after our customers and our staff."