2017 Contact Centre Week Excellence Awards: Mindpearl in Partnership with Mindtribes and Santa Fe Wridgways Wins First Runner-up for Best Improvement Project
Contact Centre Week (CCW announced the winners of the 2nd annual 2017 CCW Excellence Awards at the Royal Pines Resort in Australia on the 23rd February 2017. The evening commenced with drinks and canapés, followed by a sit-down poolside dinner.
The 2017 CCW Finalists were (in no particular order): Aegis, DHL Express, Mindpearl, NIB, Princess Cruises, Sykes, Fair Trade Ombudsman, Momentum Energy, Brisbane City Council, Smart Service Queensland, Logan City Council, MLC Life and iSelect.
Mindpearl, in partnership with MindTribes and Santa Fe Wridgways, received an honorary mention as the First Runner Up for the Best Improvement Project Award.
Andrew Simpson, CEO of Santa Fe Wridgways said, ‘Our partnership with Mindpearl, which has been supported and driven by Div Pillay at MindTribes, is one which has been a source of great pride for us over the past twelve months. The purpose of the partnership, which is primarily to connect with our customers, and meet their needs whether outside of or during regular office hours, is integral to the Santa Fe Wridgways ethos of “making it easy”. To receive the accolade of First Runner Up for Best Improvement Project is testament to the great work that our team in Australia, our colleagues in Fiji and Div, have delivered during this relationship.’
The submitted project focused on the design and implementation of an award winning Cross-Cultural Sales Training and Coaching programme aimed at improving an offshore Fijian team’s consultative sales to Australian customers. The project yielded great success with increases of >300% in revenue and an upselling increase of >300%.
Mark Mahoney, Mindpearl’s Commercial Director for the Asia Pacific region, commented, ‘We are extremely proud of this achievement, especially considering this was the only project involving Australian customers serviced offshore. Fiji as an offshoring destination was another unique element, which we are exceptionally proud of.’
Mindpearl’s entry stood out at a conference dominated by technology projects, as it focused on people sales and the delivery of customer experience.
Div Pillay, CEO, MindTribes said, ‘We are particularly proud of the quick turnaround on revenue. This was as a direct result of Fijian staff’s ability to apply cultural knowledge and consultative selling techniques when connecting with Santa Fe Wridgways’ customers. Post training, Fijian leaders were supported to strategically coach both sales and cultural alignment, which has both sustained the result and enabled local leadership capability. Benchmarking across our clients, Fijian leaders and staff have shown comparable and in some cases better sales performance. We look forward to partnering with the team in the coming months to deliver exceptional customer experience for Santa Fe Wridgways customers.’
MindTribes is a company that improves how people sell, service, administer and negotiate across foreign business cultures. Their approach starts with cultural and performance diagnostics, KPI redesign with training and performance coaching to support clients across 12 months. MindTribes has shown increases in sales, customer satisfaction, utilisation and engagement, where growth was previously stagnant. Markets applicable are the offshored contact space, shared services and global mobility in large corporates. MindTribes is a Telstra Business Award Finalist, 2016 and has been recognised in the Australian Financial Review for their niche business improvement delivered through cultural alignment. Visit their website for more information: www.mindtribes.com.au
About Santa Fe Wridgways:
Santa Fe Wridgways is renowned as an Australian leader in the provision of premium moving services, with a commitment to delivering Five Star Service to each and every one of their valued customers. Formerly known as “Wridgways the Removalists”, the company was established in 1892 with the core offering of providing removal services Australia wide. Merging with the Santa Fe Group in 2010, their global network has expanded to include over 95 branches worldwide, and a service offering which also includes a full suite of relocation and immigration services. As a household name in Australian homes, their 125th anniversary in 2017 marks another exciting milestone for Santa Fe Wridgways as pioneers of the moving industry.