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Contact Centre Champion Daniel Hulse Tesco Mobile Runcorn’s top performing sales and customer service representative impressed the judges through his incredible customer feedback and staff support, making Dan the firstever winner of this all-new iSellMobile Award category When did you find out you’d been nominated for Contact Centre Champion? My manager nominated me from the team, because I helped out a lot, and performance and conversion had been really high. He told me he had put me forward, but I wouldn’t have thought I would win. How did it feel to read all the supporting statements your colleagues left for you? Really nice. Obviously, I have been at the job for a year and colleagues have been here for a longer time – and to hear their feedback was obviously great. To know I am noticed and appreciated is really nice. I couldn’t believe I made the finals due to their support. And votes. How did you find the iSellMobile Awards? It was a brilliant night. Having been in the industry for only a year I’ve never been to anything like this, I never knew anything like this existed for us. With my category, I thought if anybody from Tesco Mobile was going to win it would have been my colleague, so when I was called up on stage as a winner it was a total shock – I didn’t know what to say, a total surprise. My family were in touch all night as well.

What’s your proudest achievement in customer service? There was this one customer who had rung and spoke to us a few times trying to order a phone for her daughter’s birthday and to complete her order she needed to sign a credit agreement to release the phone into dispatch. She was having difficulty in signing the email; she was extremely distressed as she had spent a couple of days ringing and speaking to others and felt like she wasn’t really getting anywhere. Because of the issues with the order she was cutting it fine for her daughter’s birthday against our delivery timescales. While every call we do not sell on impacts our targets, I find it

important to remind myself on every call that the customer’s experience needs to still come before that conversion. I wasn’t able to guarantee her a delivery timescale that would be in time for her daughter’s birthday so offered to ring round her local stores to find the phone. After trying four different phone shops to locate the phone in the colour she needed, I found one and asked them to put it on hold. The customer was extremely grateful for my efforts to ensure her daughter’s birthday wasn’t ruined and later on that evening I even gave her a courtesy call to check that the process in store had gone well and she had the phone in hand. After that she took to Facebook and posted about the service she had

received and how she was ringing her own network to see when she could leave her current contract to come join Tesco Mobile. So whilst I didn’t get my sales conversion on that call – I feel I took a step beyond my current role to ensure the customer did still choose Tesco Mobile and also would want to recommend us for our service to her friends and family. Your nominator said you often help to coach other members of staff. What would you say your key tips for helping staff to improve service and sales are? I think it’s just remembering that no matter what you do, some people don’t want to buy a phone. When you’ve had a couple of these it’s easy to let your head go down. My key tip is just to always keep your head up. There’s always a chance you will get no sales five calls in a row and they need to stay positive. People buy from positive people, even when things are not going your way. After your Contact Centre Champion success do you have any other goals you’re working towards? Honestly, with being recognised, I’m now just focused on keeping on getting these sales levels I am aiming for. December 2016


Mobile December 2016  
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