I had a really fantastic day on Friday with Nicola Byrne and the team at the Dublin call centre of 11890. As part of the development for our relationship managers they will be spending two days working in a customer’s business. We want our people to feel and understand more about how small businesses work so they are better able to work with customers to realise their ambitions. So this was my turn!
Working with 11890
11890 have two call centres in Dublin and in Galway. The first thing that struck me was a happy and friendly atmosphere as I walked into the modern and airy offices. After some training I was let loose on the phones. I can safely say its quite terrifying going live and trying to spell towns and villages across the island that were new to me. The team there are friendly and professional backed by slick and innovative technology that can manage both customer experience and efficiency well.
I was also privileged to be allowed to sit in and contribute to strategic discussions on a new product launch. 11890 have designed a product that will allow live monitoring of social media. I was trained with other staff on handling the alerts on a live basis and was able to put this into practice during the afternoon. I know that many companies both large and small are very wary of social media but its clear that is where the news breaks and where trends and attitudes grow and propagate, so everyone needs to understand and embrace it’s potential. The product is in pilot right now and will be live in a matter of days. The innovation, drive and enthusiasm was infectious and I wish the team well.