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Life Insurance

NobleOak recognised as #1 Sales Contact Centre 2022

15 Jul 2022

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The NobleOak sales team has just been crowned the number 1 sales contact centre in Australia by GRIST Consulting. They are ranked number 1 out of 34 Australian contact centres across six different industries, including banking, energy and health and life insurance.

Anthony Brown, CEO of NobleOak, commented, “We are absolutely delighted to receive this prestigious title of being the best sales contact centre nationally. It validates our approach on how we engage with customers and our core value of always putting customers first in everything we do.”

Winning this award has been a journey for NobleOak. After placing 2nd in 2020 (and with COVID-19 preventing the awards taking place in 2021) NobleOak increased the focus on the key behaviours that matter most to customers to take out this prestigious title.

Mr Brown continued, “What is most rewarding is that not only was our sales contact centre nominated as the best in Australia, NobleOak was the only company that improved overall in spite of 2020 and 2021 being very challenging years.”

GRIST analysed recordings of calls as well as shadow shopping across the contact centres.  They then assessed the conversations with sales staff using a framework of 70 behaviours that have been proven to correlate with a positive customer experience.

The results were then analysed based on the number of times each contact centre team member demonstrated the key behaviours. These results were used to rank each company based on the demonstrated frequency of each behaviour.

Mr Brown continued, “The essential aspect of how GRIST assesses sales contact centres is their use of mystery shoppers. This means they have the same experience as other customers. It’s very rewarding to be recognised for that when measured against our peers and to be seen as best-in-class.”

I’d also like to congratulate our sales team for their relentless focus on doing the right thing by our customers, with nobility at the core of our culture.”

NobleOak continues to recruit quality individuals that fit our culture, placing the customer at the heart of what we do, and willing to learn, with a positive, engaging manner. People applying to join NobleOak’s sales contact centre go through a selection process to ensure they fit with the company culture.

GRIST is a tactical consulting and behavioural analytics company that uses incremental changes based on 70 micro-behaviours based on behavioural psychology that help to consistently deliver world-class customer service, increase customer satisfaction and ultimately increase sales and improve retention.

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