NewRoads Call Centre – Behind the Scenes/Jul 25, 2016
Have you ever wondered who is behind those friendly voices that greet you when you call into a NewRoads dealership? Well, this summer I was fortunate enough to get to know each person responsible for the voices you hear.
When I began my work as a summer intern at NewRoads Mazda, I was placed in a room known as the ‘Call Centre’. Although I wasn’t hired to be a call rep, I would work in this room along with the marketing coordinator and the head of digital communications.
While it may seem like there is a vast amount of people responding to your calls (as the call reps always answer quickly and promptly), in reality, there are just five lovely individuals scheduling your service appointments.
It didn’t take long for me to see that this call center would quickly become a place I look forward to entering everyday, and that the people working there would soon become more than work acquaintances. In fact, on just my third, Elise, the Call Centre Manager, and Melissa, a long time NewRoads employee, invited me to get my nails done with them after work. Not only were they friendly to this newbie – their relationships extend far beyond the dealership.
Between serving customers and phone calls, they chat about their home lives, families and life in general. Sharing photos of adorable things their children did the previous night, or collaborating on parenting techniques, the Call Centre team is truly a family in itself.
Elise, the Call Centre manager, is married and the mother of a gorgeous little girl. Elise dresses fabulously and manages the Call Centre with a sense of ease and efficiency. She’s also into fitness, playing baseball, always eating healthy and regularly going to fitness classes with fellow NewRoads employee Melissa.
Melissa is best described as a beautiful person both inside and out. With her gorgeous long blonde hair and light blue eyes, she’s brought her lovely presence to NewRoads for 8 years. Customers always appreciate her kind and caring demeanour.
Jeff brings a positive and fun energy to the Call Centre and it’s easy to become happy after a quick conversation with him. Not only does Jeff work at the Call Centre, he’s also a professional make up artist and does fabulous transformations for his clients. He has one stunning daughter who, in my opinion, is very lucky to have such an awesome dad.
At 21 years old, Mykaela is the youngest one in the Call Centre. Her voice is calming and wonderfully enchanting, making it easy to call her over and over again. She’s known for regularly wearing flowery dresses and brings a lovely atmosphere to the room.
Amanda is one of the newer call reps and joined NewRoads a couple months after myself. She has lived in Newmarket all her life and coincidentally happens to be good friends with my cousin. Amanda fits right in with the NewRoads call crew and everyone is excited to have her on the team!