The ANZ bank employs around 9000 people throughout the country and its contact centre is the largest financial call centre in New Zealand. This is where the customer service consultants are based, with centres in both Auckland and Wellington.
Lucian meets service and sales manager, Corrine, who tells him the call centre fields around 10,000 calls every day and then introduces him to Pamela who will show him the ropes.
Lucian is shown the work environment where staff work in teams of 10-15 people and take phone enquires that could range from balance requests to helping someone whose credit card has been stolen. It takes five weeks training before a customer services consultant is able to start taking calls but Lucian has an opportunity to see whether he has the right skills after a short training session.
Under the watchful eye of customer services consultant Jesse, Lucian takes a call with Jesse advising him to smile to set the tone of the call, stay professional and polite and end the call asking if there is anything else he can help with. After taking several calls, Lucian certainly seems to have the personality and ability that could be well suited if he chose to pursue this career.
Find out more about this, and a huge variety of other careers, at http://www.justthejob.co.nz
