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When you get together with the team from the Accu-Chek Enquiry Line, there are no pretensions, no fancy talk, just plenty of plain speaking, laughter and a genuine concern for getting things right for our callers. The team works in the call centre based at Roche Diagnostics offices in Mt Wellington and typically handles around 500 or more calls a day.
Longest-serving team member, Sherri Woodcock, who has been taking customer calls for seven years, says she always applies the best advice she was once given, 'to smile before you pick up the phone.' That's the same motto shared by teammate Julie Rumsey who joined the team nearly two years ago.
"Helping someone manage something for the first time, so they have the confidence to do it next time by themselves, that's the best part of the day," she says.
Sitting alongside Sherri is the newest member of the team, Michelle Matagi, who has been here just a few months. Michelle says the question she is asked most often is "Can I get a new Accu-Chek Performa meter," and most often she is able to deliver, thanks to the upgrade programme which has replaced Accu-Chek Advantage meters with the new, five-second testing Accu-Chek Performa.
Like several of her colleagues, Michelle has a special request for customers calling the helpline.
"Please have the serial number of your meter handy when you call," she asks.
The serial number is the key to all the information and services stored by the helpline, and the faster the team can enter the serial number, the faster they can help. Not that the team wants to rush anyone. As Pam Mather says, it's important callers feel at ease with us. 'I always tell them to take your time, and ask about anything you're feeling unsure about."
Of course, the team can't help with individual medical queries, as team member Lisa Simons reminds people. "If it's about your personal health, please ask your healthcare professional."
Dealing with the rush of calls can get stressy at times, but as Mandy Williams says, the team is very professional and good at handling the pressure. "We have to stay calm, or take time out if we need to."
And what are the questions they get asked most often?
- Can I upgrade to the new Performa? Answer: usually yes.
- Where are you? Am I talking to someone in New Zealand? Answer: Absolutely yes.
- What's the weather like in Auckland? Answer: usually sunny, no wait a minute, rainy!
- Can I get batteries for my Performa? Answer: yes.
They must have answered these questions a thousand times, but as the people on the frontline for New Zealand's largest support service for people with diabetes, they wouldn't want it any other way.
"Our customers are like family, and we're here to help them all," says Lucy Hibbert-Foy, Product Manager at Roche Diagnostics.
"We really value our customers because without them our business wouldn't exist, so we are very committed to providing top service through the Accu-Chek Enquiry Line to assist customers as much as we can".
