E17 | Using the Net Promoter System to Create a Gold-Class Customer Contact Center: Meet Fionán Mc Donnell

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