The Melting Pot with Dominic Monkhouse

Using the Net Promoter System to Create a Gold-Class Customer Contact Center: Meet Fionán Mc Donnell

Episode Summary

Fionán Mc Donnell, NSW New Business Manager at Macquarie Telecom Group, explains how he ended up creating the contact centre with the best customer service score in Australia. Why they spent a lot of time on recruitment Empowering their employees Prioritizing customer satisfaction over operational efficiency The power of transparency What Fred Reichheld, the creator of the NPS, told Fionán after visiting their contact centre

Episode Notes

Today I’m talking to a soft-spoken Irishman, Fionán Mc Donnell, who is the NSW New Business Manager at Macquarie Telecom Group.

This episode is the first part of a Macquarie Telecom Group masterclass on how to achieve the best Net Promoter System score (a concept developed by Fred Reichheld).

On today’s podcast: