Employee Telesales Inbound
Employee Telesales Inbound
Telesales Inbound Department (TSI)
Works in Utrecht and from home
Lives in Rijswijk
At VodafoneZiggo since 2023
Calling VodafoneZiggo to place an order? Then Kay Patterson or one of his colleagues will answer the phone. Kay works as an Employee Telesales Inbound. He sees his work mostly as helping people. "Advising customers to make smarter choices, that's what it's all about. And providing support to my colleagues in case of complicated customer questions."
"This work really suits me," says Kay. "If you get me on the phone, you can be 100% sure to have a great conversation. Whenever possible, I keep things lighthearted and humorous. And I combine that with my knowledge of the ins and outs of the systems. I know all about the unique qualities of our products, too. I stand by everything I say because VodafoneZiggo's products are great."
He's very passionate about his work: Kay knows the exact percentage of his calls that end in a sale. In addition, he wants to offer more than what the customer expects. "I try to make each call an exceptional experience. Sometimes by being a bit cheeky. What I mean? Well, if someone calls about their Ziggo subscription, I'll also ask about their phone subscription at some stage. What do they pay each month? Is that €50 for 2 numbers, then I'll see if I can make that €30 with Vodafone. When people hang up, they've bought a good service and saved themselves €240 a year as well. I offer advice on options that truly help people."
Kay values the independence he has when handling customer calls. "And just as much, there's freedom to be yourself at VodafoneZiggo. I noticed that as soon as I started working here. My team of 18 colleagues is very close and I was welcome from the start. The atmosphere between teams is chill, too. If I ask a question in the team chat, 3 colleagues will respond and help right away. All that mutual support makes my work so much more enjoyable. And so does our diverse team. We're all different in terms of where we're from, how old we are, how we dress, you name it; it's all embraced."
In addition to his phone work, Kay coaches his colleagues. "That's something that really gives me a buzz. I mentor several colleagues through a buddy system and coach new Trainees. We listen to recordings of their calls together, and work on their social skills. Coaching teaches you to ask questions in such a way that people come up with solutions themselves. It's an approach where people really learn. Pretty cool, right? It's a field in I want to keep growing in. That's why I recently took a course in practical coaching skills."
"That course was just one example of the opportunities you get at VodafoneZiggo. I had said that I was interested in doing it, and the course was added to my schedule within 2 weeks. I do e-learnings, too. About 'staying with the customer', for example. That one was about how to actively listen and ask open questions. And next month I'm doing a course in traffic management. I take all those opportunities because I want to become a Senior Employee Telesales. That role takes support and guidance of colleagues to the next level: you help the whole floor with challenging customer questions. That's more than 100 people. Isn't that great? If you go for it, there's so much possible at VodafoneZiggo."
