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

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: How they created a gold-class customer service centre Why they spent a lot of time on recruitment Why they made sure that their customer service professionals felt empowered Prioritizing customer satisfaction over operational efficiency The power of transparency and the supervisor feedback group What Fred Reichheld, the creator of the NPS, told Fionán after visiting their contact centre Links: Meet Fion YouTube Video The Ultimate Question 2.0 The Net Promoter System Podcast

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