Would you like to know who are the greatest customer service leaders in Australia? Here is our list of the top ten greatest customer service revolutionaries in the country who have had an immeasurable influence on their team members, business processes, and the industry itself. 

Let’s get to know them and understand what makes them tick and how they have helped their companies climb to the top.

1) Richard Forrest, MD, Forrest Marketing Group (FMG)

FMG began its journey in 2006 with hardly two clients and three telemarketers. From the back room of a friend’s office to a full-fledged office in Condamine St., the staff has grown to more than 70 employees today. 

It was all possible because of Richard Forrest, who believed in being exceptional in qualifying prospects. Since Richard is a naturally passionate person who can talk nineteen to the dozen, he created an environment in his company where it was okay to have a noisy floor. 

His innovative ways created a fun and yet very professional work culture. Richard had trained his people to not be typical “pushy sales agents,” which has been an actual game changer for them and in turn, has helped them emerge as a leader in the industry.

2) David Ellerton, CEO, i3r Outsourcing

FMG began its journey in 2006 with hardly two clients and three telemarketers. From the back room of a friend’s office to a full-fledged office in Condamine St., the staff has grown to more than 70 employees today. 

It was all possible because of Richard Forrest, who believed in being exceptional in qualifying prospects. Since Richard is a naturally passionate person who can talk nineteen to the dozen, he created an environment in his company where it was okay to have a noisy floor. 

His innovative ways created a fun and yet very professional work culture. Richard had trained his people to not be typical “pushy sales agents,” which has been an actual game changer for them and in turn, has helped them emerge as a leader in the industry.

3) Alex Del Brocco, CEO, TMC – The Message Center

Although TMC has been flaming its fans in the call center industry for over 40 years, it was only when Alex Del Brocco was appointed as its CEO in 2008 when the company picked up the pace with technology. Alex is a highly motivated individual who has more than 20 years of experience in workplace management.

With a strong commercial focus, he is known for applying a common-sense approach to doing business. As a result, TMC has been able to provide advanced and customized solutions with a highly motivated team of individuals working under Alex’s leadership in the company.

4) Cory Pinegar, CEO, Callforce

CallForce was started by a highly entrepreneurial person in 2014, who then appointed Cory Pinegar as the CEO in 2016 to make the business more efficient. Cory strongly believes in building a team of the best telemarketing talents possible.

Since Cory has a history of working in the telecommunications industry, CallForce has been able to deliver the lowest attrition rate in the whole call center sector of Australia. He strictly emphasizes on staff training to deliver the best customer calling services. Under his leadership, Callforce is known to have a team that performs as well, if not better, than an in-house team.

5) Maryann Farrugia, MD, Offshore Business Process (OBP)

Maryann Farrugia has been managing the OBP company since 2013 as an MD, which caters to a wide range of industries such as logistics, IT, accounting, legal, and freight forwarding. Maryann works with a vision of helping companies worldwide lower their costs. She has helped increase the productivity of all their clients and has contributed to the growth of OBP to two locations.

With the mission of improving the lives of customers, clients, and all her employees, Maryann has been able to grow her staff from a mere handful to over 500 people since the conception of the company. She has shown authentic leadership by directing the company into the digital age with the help of cutting edge, innovative technology., She has significantly increased the company’s global reach and global service capabilities.

6) Jonathon Meredith-Smith, CFO, Smart Group

Jonathan Meredith has been the CFO of Smart Group ever since the company was founded in 2005. Being one of the leading marketing and sales providers, Jonathan has helped Smart Group acquire more than 1.8 million customers for its clients. He has managed this beautifully with the help of a growing team.

Jonathan firmly believes in employees being the most significant asset for an organization. He has strived to create the best working environment for his team members. He actively involves himself in recruiting and training employees, to deliver quality services. Under his leadership, the company’s departments work together harmoniously to achieve collaborative successes.

7) Greg Fettes, Founder/CEO, 24-7 Intouch

As an experienced entrepreneur, Greg Fettes has a vast amount of experience in various areas of the contact center industry, which easily earns him a place on our list of the top 10 call center service leaders in Australia. 

As a CEO/ Founder of the company, he has been single-handedly responsible for providing strategic vision to the organization and directs his employees with a clear focus when it comes to the current and future course of action.

Ever since the conception of 24-7 Intouch in 2000, Greg has aimed to grow clients organically and strengthen their position as a high-quality provider of onshore outsourcing solutions. His excellence in facilitating continued growth, strategic planning, and motivating a positive culture at the office has facilitated many successful acquisitions and mergers for the company.

8) Sandhya Le Grand, COO, CDM Direct

Sandhya was raised in the UK. She went on to graduate as an industrial chemist before deciding to move to Australia. She then accumulated experience in several sectors as she explored roles related to market research, fieldwork, and recruitment. 

As she mostly took up these roles within the financial services sector, she ended up amassing expertise that would help her manage the most challenging call centers.

With over 20 years of experience in call center solutions, she became a priceless gem for CDM Direct, where she currently is the COO overlooking all its operations. Her role in CDM Direct involves data management, coordinating data processing, and programming resources. Under her leadership, the company has connected more people through technology than any call center company ever.

9) Paul McMahon, Director, Imperatif

As one of the founders and director of Imperatif, Paul McMahon has been advising the company for over a decade now based on his specialties in various aspects of telemarketing services. He manages the various levels of customer services, while working towards improving existing processes, and preaches the art of customer relationship management to the employees of the company like a bible.

Paul, with his extensive experience of 15 years in the automotive customer management sector, has brought on board some of the top clients for the company, spanning various industries. He encourages the utilization of the latest Australian contact center trends, which is why he has emerged as a very influential figure amongst his employees.

10) Kali Gayle, COO, Oracle CMS

OracleCMS is one of the superstars among outsourcing providers that lend its service to more than a hundred companies under its COO, Kali Gayle. Ever since the establishment of the company in 2005, Kali knew that the only way to be competitive and stay on top was supplying nothing but top-class services to the client’s customers. 

Kali’s mantra has always been, “Change is the Only Constant Variable”. He has ingrained this philosophy deeply into his team members so that they can be the best call agents in a competitive industry.

Kali has been adventurous enough to let OracleCMS develop experience in servicing a diverse client base. Due to this, the company is known to create innovative solutions and tailored technology for its prospective clients. 

Being a COO for more than 14 years, Kali has refined his knowledge in the evolution of technology, social media, and trend analysis, which makes him a very impactful leader.

Conclusion

So, there you go. Thus ends our list of the most influential call center service leaders in Australia. They might be known for what they have contributed to their respective companies. However, it’s the personal commitment to better themselves every day that truly comes across and shines in all of them. 

Are there any service leaders in the call center industry that y7ou look up to? Let us know in the comments section.

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