The Customer Service Council was officially launched on the 27 June 2001 by Mr Bob Kucera the Minister for Health.  The Customer Service Council’s main aim is to bring like minded individuals and organizations together at high profile events to promote their organization’s customer service operations, ethos, logistics and innovation at work.
 

The shared networking and knowledge across multiple sectors and operations proves invaluable in meeting key stakeholders in the greater business community from large, medium, and small enterprises. All sharing the commonality of the need to value and improve their customer service to ensure the ‘people’ factor of the business is looked after with the most valuable assets and commodities being retained, satisfaction increased, and subsequent growth.  Event attendees and members of the Customer Service Council are from across all sectors, health, mining and petroleum, finance, entertainment, gaming, government enterprise, hospitality and tourism, technology, utilities, manufacturing, retail, telecommunications and more.

The Customer Service Council also runs an Annual Award Program which encourages individuals and organizations to achieve and promote customer service excellence, innovation, and best practice.
“Best Practice” covers the key elements of customer satisfaction around response times, quality and depth of service including product, people and process, along with staff satisfaction, innovation, communication, technology, customer access, reporting and other key areas. The assessments are carried out early in the year and the awards and event in the middle of the year. 

The Annual Customer Service Council Ball attracts a large and festive crowd and has gained momentum and reputation as a gala event not to be missed!
In the past decade our events have had 1,000's attending to hear key note speakers, share best practice case studies, and be a part of award presentations where over 100 reputable organisations have been recognised through the awards program for achieving outstanding customer service excellence,

As part of Multi Directs sponsorship we power their website www.customerservicecouncil.org.au, provide the Customer Service council 1800 808 384 number and answer all incoming calls and event booking.

With 18 years in the industry and an impressive portfolio of clients, Multi Direct is an experienced telemarketing company with offices located across the country.  Multi Direct provides a boutique style of customer service focusing on Australians contacting Australians.

From just one call centre and 30 staff, today Multi Direct has five call centres with 130 operators.

Multi Direct offers a range of inbound and outbound phone services which are delivered by staff based in Australia - a point of difference considering many call centres have relocated overseas.
 
Major clients include not-for-profit organisatons including the RSPCA, Heart Kids, North Shore Heart Foundation and Bowel Cancer Australia. Funds are raised for these charities through the sales of items such as pens, diaries and tea towels over the phone, offering supporters much more than a cash donation.

Multi Direct also works with international and national corporations such as Microsoft and HBF, in addition to WA sporting club Western Force, to deliver high quality, localised customer contact to increase database relevance and ensure effective future marketing campaigns.

Multi Direct started in 1992 as a department of Data Management PTY LTD, providing fundraising for the RSPCA in Western Australia. Two years later the telemarketing department had expanded, branching off to become Multi Direct, fundraising for over 13 charities and providing a specialist service for numerous companies.

Taking over from his father Kiffin Miller, David Miller now runs the family business with business partner and Sister Kate Richardson.

Mr Miller said he focused on his staff first and foremost, believing this is the strength of his business.

“Without my staff I don’t have a business - it’s as simple as that, so I believe in getting the best out of my staff by reward and recognition,” he said.

“Our offices originated in Perth and regional Western Australia and has expanded from there to attract a wide variety of staff.  We operate on the philosophy that it’s important to bring the work to Australians.”

“An increasing trend in the telemarketing industry is to take centres offshore to take advantage of international minimum wage legislation. This however, creates problems with customers who are frustrated by operators who are removed from Australian culture.”

“Off shore contact centres are also not governed by the Australian Do Not Call register. This has the potential to outrage people who have taken the relevant steps to remove their name and numbers but still have the offshore calls coming through.”

“Multi Direct is an ethical company that understands that customer service is quality over quantity and the best people to deliver that quality are right here in their own backyard.”

Ends
 

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