We’re absolutely chuffed to bits at Blue Donkey. After an anxious lockdown V1 last March, our wonderful team, and supply partners Cube6 IT pulled together to completely remodel our processes. From the sophisticated routines our telemarketers enjoy, to training systems we’re famous for, and our awesome reporting frameworks, we’ve undergone a complete transformation. Something that on paper, we never imagined could be possible.
Given that a cornerstone of Blue Donkey’s intelligent telemarketing service is side by side coaching, the pandemic has forced a complete paradigm shift. Far from fading away from a lack of face to face contact, our team have used their skills, experience, and steadfast commitment to making great things happen. Telemarketers have learned to survive, and thrive, in an empty room, without the fun and comradery we take for granted at Blue Donkey. While our water cooler chat is now with Tabby the cat and not our work friends, we’ve learned the power of a big old virtual pat on the back instead. And the results we’re getting are worthy of the biggest.
Systems and MI
Who knew the very system which delivered our hourly metrics, nag nag nag, could be the same one that boosts our motivation during the lockdown. So where the pick-and-mix of management information (MI) and metrics used to be a tool that allowed managers to cascade appropriate information to their team, it’s now a wonderful free for all. So everyone knows how everyone’s doing, all day every day. We share MI, we share responsibility. And when we put a bunch of hard-working friends on the receiving end of good MI, strange things start to happen. Telemarketers jump on video calls to coach, support, and make each other’s campaigns sing. They work with collective commitment, laughter, and a deep desire to continue the work of the company in the best way they know-how.
Empowerment, trust, and belief
As managers, our roles have transformed. We’ve realised we don’t run the business. Our objective is to pull together the right resources, for enabling each of our expert telemarketers to use the initiative and training they ate up hungrily, well before lockdown was even a thing. If we’ve learned one thing it’s this, give people the tools, share your mission generously, and trust telemarketers to do the right thing. We share decision making by making the client voice a loud and compelling one. So everyone is clear about the goals we’re set, and they play their part accordingly.
This past year has bought sadness and tragedy to many. One of our own beautiful and perfect families has suffered loss and sadness that it will never quite repair from. But even the darkest night is followed by dawn. So as the sun begins to shine, and the world starts to heal, we can look forward to a new kind of normality. One where the family and all it stands for is as important as business goals, and service management. And yes we’re so excited about the prospect of water cooler laughter, but we’re equally committed to a new work-life balance that the past year has taught us to value. So for now, Meow Tabby – it’s just you, me, and Zoom.
