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Inside Appco UK: our in-house contact centre manager

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Charles Williams (third from right) and his team.

Appco UK employs a whole host of people who support our business and deliver our services. Each month we sit down with one of them to find out a little more about what they do. This month it’s Contact Centre Manager, Charles Williams.

 When he originally started his Appco UK career, Charles Williams thought it would be a temporary assignment that would help him settle back into London life after spending time in Asia. Fast forward five years and he now manages a busy and fast-paced contact centre that supports client campaigns and maintains the consistently high standards set by the customer support team. Here he describes a day in his Appco UK life.

 

I’m responsible for…

Managing the Contact Centre and the work it does to support the business overall. The majority of work is for the Charities division where we provide clients with a full customer service that includes checking people are happy with the interactions they’ve had with fundraisers and robust vulnerability measures. We speak to everyone over the age of 75 who has signed up to make an ongoing donation to check they have understood the commitment they are making and are comfortable to donate, before their direct debit is processed by the charity.

What this means in a nutshell is…

Managing the shift patterns of our contact centre operatives and ensuring that the division is meeting the needs of donors and our clients. I’m proud that our team plays a big part in making sure we are setting and maintaining high standards within fundraising.

I have been at Appco UK for a total of…

Five years. It feels like it was only yesterday when I came in for an interview! I was originally looking for a part-time job that would help me settle into London after moving from the Philippines, but I enjoyed my time so much that I decided to stay.

My typical day is…

Fast paced and active. Monitoring the standards of all of our calls and making sure we meet the customer service needs of our clients means that my days never drag!

The ‘hot topics’ in my sector is…

Cloud technology. We are always looking at more sophisticated ways to deliver our service.

My most memorable work moment…

Was being given the opportunity to “step away from the phones” and fully manage my first campaign. It allowed me to work with a client directly and help deliver a campaign that made a real difference to people’s lives. It also gave me the confidence to make that next step in my career.

The best part of my job is…

Knowing how much we are helping our charity clients continue the great work they do. Some of the feedback we receive really makes you proud of the services we provide.

 

My Plan B: chef

I have always wanted to go to culinary school, but didn’t get an opportunity to do so. My dream job would be a chef at my own small restaurant – making people smile through the power of food!

 

You will find last instalment of Inside Appco UK (The Business Analyst) as well as other articles, on our blog page.