Cirrus is seeking your contact centre heroes!

Are you a Cirrus client who wants to highlight the amazing work your agents have been doing during the pandemic? We recognise that, despite rightly being recognised as key workers, they are a group of people that haven’t had the spotlight shone on them during these troubling times, with your help, we would like to change that.

To find out more about our heroes campaign, read our blog here.

Do You Have Heroes In Your Contact Centre?

Nominate

Meet Our Heroes!

Sophie McCann

“After working for the company for many years, Sophie has gained a great knowledge base which she is always happy to share with other agents and help them when needed which was invaluable whilst working through initial stages of the pandemic and over the last 12 months. Sophie is a highly motivated and reliable member of the team who is always happy to take on any extra challenges. She is also always happy to assist her peers and promotes an upbeat ‘can do’ attitude.”

Amy Doyle

“After joining the company in 2019, Amy has excelled in the Contact Centre working hard as an agent, especially through the pandemic producing great call stats whilst also maintaining fantastic customer service. Her ability to help and resolve customer and Partner issues did not go unnoticed and resulted in her successful application as a Senior agent in July 2020. She now works hard resolving customer complaints, deals with more complex queries, and helps with coaching whilst always looking for resolutions to improve our processes.”

Mandy Green

“Mandy always quickly adapts and responds positively to new ways of working and this was evident in utilising the new unified comms platform lunched late last year. Mandy always displays excellent empathy when speaking to customers and takes the time to ensure they fully understand the information she is providing to them. Mandy is excellent at adapting her style to customers own needs and has a friendly, soothing tone of voice. Mandy is also the first to offer to cover or swap any shifts during busier periods and displays all the right qualities required to make any interactions with customers and colleagues an enjoyable one.”

Abby Dorey &

Richard Barker

Both winners made a real difference throughout the pandemic. They adapted to home working extremely well and always made sure great customer service was at the forefront of everything they did. They continued to undertake and complete all required activities while taking a proactive lead in training and mentoring new members of staff.

Ellen Bergdahl

In this last year Ellen has seen the Online Community go through so many changes and she has been at the heart of all of them. She has seen it through the re-platforming a year ago which was complex, challenging and created a huge amount of work off the back of it, with the enhancements needing to be identified and worked through and developed, customer expectations needing to be managed, stakeholders needing to be managed, and not least of all, doing all of this with a brand new team.

Irina Mihaila

“Irina is a bit of an unsung hero . She’s been so helpful and contributed massively to all the great work IT has done, influencing really positive changes from a customer care perspective. She’s also dealt with a lot, working from Romania last year, having her wedding postponed twice, which she’s going over there for again in October, and she’s not complained once, nothing is too much trouble for her and she’s so lovely with our customers!”

Natalie

“On top of managing long-standing chronic medical conditions, Natalie has had to suffer a pretty serious exacerbation in her physical health while homeschooling and looking after her children as a single parent and taking minimal sick/carer’s leave to avoid letting our team down. She has worked a significant amount of overtime to help out where needed and has completed a huge volume of work as a result. At no stage has her standard of service dwindled and she gets a sense of pride and accomplishment going the extra inch for customers, especially if they are having a tough time themselves. Despite the challenges she has faced in the past two years, Natalie is a joy to have on the team, always going out of her way to make sure her teammates are assisted.”

Emma Buffoni

Emma continues to work hard for customer resolution, always striving to make sure any query she gets is resolved and that the customer is happy. Emma also stepped up to being a Designated safeguarding lead when we increased our Helpline hours for 6 months over covid and now covers every Saturday she has a consistent positive attitude which has made a huge different to our team, even when Emma herself was struggling working on her own at home ,she recognised this and asked to come into the office 2 days per week and has learnt extra duties to support. Emma will often volunteer to change shifts if we have sickness in the team without any fuss, reliability is hard to come by and Emma is someone we can always count on. Her work ethic and involvement with the team are admirable and we are fortunate to have someone as dedicated as Emma. She supported 3 new members of the team over the last year getting them ready for the phones, Emma trained 3 new starters on Newsagent through teams as a group training session. She continues to help out the newbies when they have any questions and a Team Leader is not available. Emma will always think of new and different ways of approaching a problem and her unique perspective is a tremendous asset to our team.

Viv Mills

Viv is always pro-active and responds quickly to requests for back up on the phones and pleas for additional call backs!  Viv is cheery and a pleasure to have when I am the duty manager, she adds to the duty chat, often giving information other advisers are struggling to find. She has also worked incredibly hard with an emotional caller, listening without judgement, gathering information, making sure the DM (me) was on the call to offer support and ultimately allowing the customer the space and time to start to open up and then relax once he realised Viv could help. Before making the above call I spoke to Viv, explained it could potentially be a safeguarding call and potentially difficult to manage, Viv stepped up and took on the case.  She really is an asset to RNIB and I for one think she deserves to be rewarded for this. Additionally, she has been going through significant challenges with bereavement and serious illness of close family members. Despite this, she has continued to work incredibly hard and to put herself forward to help when managers or other colleagues ask for assistance.

Hayley Beckett

“Throughout the whole pandemic, Hayley has been a super star in my eyes. She’s been able to move from one task to the next without any issues, while also supporting her two young children. Hayley committed to doing so much overtime for us last month- staying on until gone mid-night most nights. Helping with other colleagues in the Team Rhino chat and also helping the managers where needed, being flexible.”

Do You Have Heroes In Your Contact Centre?Nominate