Meet the contact centre team

Have you called us with any queries? If so, you'll most likely have spoken to a member of our customer service team in the contact centre.

We asked five members of the team to tell us about delivering great service to our customers, how they protect customer data, how they work so efficiently and how they deal with emails.

We also asked them what they most enjoy about working at water2business and it was fantastic to see how much they all love being part of a such friendly, supportive team.

Sammie Coles, Customer Service Adviser

How do you ensure you're delivering a good service?

We have three main targets we work towards to ensure the service we're giving customers is the best it can be.

1. Policy and procedure: One of our most important targets is to ensure we're giving correct information and advice to all customers. This includes timescales and costs, liaising with the relevant wholesalers and checking systems for up-to-date information.
2. Customer relationship: We work hard to build a rapport with customers by making the call memorable. This means treating customers as individuals with individual wants and needs and taking ownership of the call to ensure any actions that need to take place do.
3. Data protection: We must make sure we always follow data protection procedures on every call. This is done through our opening call script which we go through with each customer before answering customer queries and providing assistance.

We also aim to resolve every query while on the call and work together as a team to achieve a higher percentage of calls where we resolve the query on that first call each month. Currently, three out of four calls received are dealt with fully on the first call.

Why do you enjoy working in the water2business contact centre?

I love our team! No day is the same and we work really well together. It's also great to speak to a wide range of customers and it's really rewarding when a customer is pleased you have resolved their query or been helpful.

Nicole Allen, Deputy Team Leader

How do you ensure we follow data protection regulation in the contact centre?

As we are the front line of contact for water2business, it's really important that we keep our customers data safe. We need to be extra careful that we know the identity of the person we are speaking to and confirm that they have a direct affiliation with the account.

We do this in many ways during our daily working life in the contact centre. There are relevant questions we ask at the beginning of every call to make sure we are speaking to the right person and only divulging information which is relevant to them. We always make sure any sensitive paper work is disposed of in the confidential waste bins and we always take extra care to ensure we are not leaving our computers unlocked and unattended.

Why do you enjoy working in the water2business contact centre?

We are a really close team, like a little family and we are all there to help each other out. Never a day goes by without a giggle being had.

Jenni Hedger, Customer Service Adviser

What are the main challenges we face when dealing with customer emails?

We make it as easy as possible for customers to contact us through any method. Businesses often like to get things in writing for their own audit trails, meaning email is often preferred.

There are times where customers haven't given us enough information in their initial email to be able to resolve the query immediately. We also need to make sure we provide all the information necessary in our replies. On the phone we can check a customer's understanding and answer potential follow-up questions but we don't have this luxury with email.

Why do you enjoy working in the water2business contact centre?

The team are amazing, not just at doing their jobs and going the extra mile for our customers but also by supporting one another. There is always some banter that keeps the morale high.

Mark Uphill and Taylor Cook, Customer Service Advisers

What targets do you work towards for your call efficiency?

Mark: To make sure customer calls are answered quickly and as few customers are put on hold as possible we have targets to ensure any time we are not ready to take calls is kept to a minimum. We also try to resolve customers queries in their first call if possible so customers can spend more time managing their business, and less time on the phone.

What tools do you use?

Mark: Listening is the most important tool. As we don't see the customer face-to-face we need to listen very carefully to understand the customer's needs and act accordingly.

Taylor: Time management is also very important to help us be as efficient as possible and there are certain tasks we can do in between calls such as making sure the customer's information is up-to-date following the call.

Why do you enjoy working in the water2business contact centre?

Taylor: I enjoy being the first point of contact for customers. I like that I can help customers and keep them happy by answering their queries. I learn something new every day in the contact centre which helps with my personal development.