Customer Support Executive – Holly Cooke

Holly Cooke Staff Testimonial

7.30 – Get to the office nice and early and grab a coffee and water to start the day.

8.00 – I have my morning meeting to discuss the positive figures and challenges from the day before, a great way to know where to focus my day and what goals to set. On a typical day, I am handling a minimum of 60-70 calls a day (this can be 100+ on occasions), an average of 50-60 emails a day and around 5 quotes a day again depending on how busy it is.

8.15am -9.00am- I look through the customer care emails and organise in list of priority to ensure the customers are responded to efficiently. This is while answering inbound calls and assisting merchants, customers, contractors and other individuals with any queries.

9.00-10.00am-I concentrate on any quotes that have been enquired to be formatted on SAP and sent to the precise individual. I likewise do the other urgent quotes throughout the day but aim to set a period each day to proficiently send quotes. (This is while answering calls when my colleagues are on the phone).

10.00am-11.00am- I set an hour on do not disturb on my phone to focus on my outbound productivity and admin. This morning I dedicated the hour to sending emails to Architectural firms who have CPDs booked in for next week to confirm they have all the necessary information.  I also sent Millboard CPD Certificates to the companies who have had CPDs the day before and to check they were happy with their presentation.

11.00am-12.00pm- I am back on inbound calls while dealing with the customer care inbox and aim to clear most of the urgent emails before midday. Inbound calls can affect the productivity of clearing the emails but colleagues are more than willing to assist in taking the first ring so I can ensure my emails are responded to in a timely manner.

12.00pm-1.00pm- I am on first ring due to colleague being on lunch, through this period I take calls on various topics (Technical, sales, customer general queries,  quotes and more).

1.30pm-2.00pm- I have a break and fuel my fire with lunch provided my millboard.  Fuelling my fire was a productivity learning outcome from recent training with Franklin Covey, one of Millboards training partners.

2.00pm-3.00pm- I set another hour on do not disturb, in this hour I aim to clear my activities on SAP, this involves phoning stockists and merchants to chase quotes, calling companies who I have previously sent CPD emails to, to see if it is of interest and aim to get an appointment.

3.00pm-4.00pm- I am back on the phone while checking the emails are up to date and dealing with any urgent enquiries. I also contact new companies to provide them with information of the CPD our company offer and send a follow up email to get the necessary details and hopefully gain an appointment.

4.00-5.00pm – I answer the inbound calls while looking through my list to check I have accomplished my goals for the day. I then write a new list for tomorrow to make certain I head home content with the very busy but fulfilled day!