portrait-customer-service-executive-working-office.jpg

ABOUT US

Making it happen since 1993

Our journey began in 1993 and in 2000 the company was purchased by the Top Energy Group. In 2016, former contact centre manager, Samantha Mills, became the new owner and director of business services. Samantha has many years’ experience in the contact centre industry and is a member of the Customer Contact Network of New Zealand (CCNNZ), Marketing Association (MA), and the Auscontact Association.

Phone Plus has evolved from delivering traditional call centre functions to partnering with businesses to provide expertise and experience in sales, customer service, market research and critical back-office administrative processing. Having four sites also enables us to provide disaster recovery functionalities.

We invest heavily in training and professional development for our staff members. We are committed to providing sustainable employment opportunities for people in local communities such as Northland and Southland.

OUR VALUES

 
Bold.png

We are always bold. This can be difficult to sustain, yet we have built up strong and lasting relationships with our clients.

 

This makes it easy to just pick up the phone and have an honest conversation in order to achieve the best outcome in the most efficient way.

Present.png

The majority of our new work is generated by referrals based on the quality outcomes we provide for all of our clients.

 

Regular collaboration and quality assurance ensures an environment of continual improvement. This results in win-win situations for all stakeholders and customers.

Exta.png

We strive to create an extraordinary experience for our clients and their customers.

We work 24x7, supporting our clients at both operational and leadership and strategic levels.

We continually demonstrate foresight by planning for events and always stay abreast of situations, enabling us to flag potential issues and risk.

This is a value-add that we believe we are the absolute best at.

Fun.png

We like to make our work fun in every way! Our team is diverse, embraced and celebrated.

This engages our team to the max which affords us an enormous amount of support in times of need. They love coming to work for us.

Our team are flexible, agile and committed to supporting our clients and their customers.

 

The fun factor in engaging internally and with our clients' customers generates a continuous flow of compliments received on behalf of our clients.

Happen.png

We always make it happen! And that’s a fact.

 

Whatever our clients need, we are on hand and agile to support our them to achieve their required outcomes, whether sales or service.

Image by Eric Feng

WE ARE KIWI OWNED AND OPERATED AND LOCALLY STAFFED

OUR PEOPLE

 
PPWebSMJPGpnt_edited.jpg

SAMANTHA MILLS

OWNER OPERATOR

With over 25 years’ experience leading contact centres and IT helpdesks, Sam’s background also includes roles with large multi-site outsourcing contact centres in both the private and public sectors in New Zealand and overseas. Sam has developed new business and led significant change across large centres with multiple customer channels.

Passionate about service across every customer touchpoint/channel, Sam strongly believes that service excellence, brand management and optimised customer engagement is fundamental to the success of any organisation.

“Within our business I work hard with my fantastic team to ensure that each client builds strong processes to enable our business to collaborate and contribute to the success of any of its partner organisations.”

photo 1 (1).PNG

SACHUDA NAIKAR

GENERAL MANAGER

Sachuda has accumulated a vast knowledge of the public and private sectors during his 34 years in the customer service industry. His experience includes senior management roles within banking and contact centres, managing medium to large branches and large client bases.

 

Sachuda is passionate about his people and works alongside them to deliver exceptional service to customers and achieve maximum return for the clients.

 

“I like to be in the playing field rather than being on the sideline. Talent wins games, but teamwork and intelligence win championships.”

Constanza b&w.jpeg

CONSTANZA FERNANDEZ

NATIONAL CONTACT CENTRE MANAGER

A leader in continuous improvement and change management,  Constanza has more than 15 years of industry experience utilising a variety of tools to ensure a quality service is delivered to users, customers and clients.

“I strongly believe in the power of working together as a team to exceed our customers’ expectations. We achieve more when we encourage each other to use everyone’s abilities and experience.”

Marlize.jpg

MARLIZE NORTJE

BUSINESS SUPPORT MANAGER

Marlize began her career as a customer service representative and found a passion for delivering top-level customer experience. She was able to develop this into teaching others to provide the same level of service as she upskilled into her management role. Within six years, Marlize developed various skills across all business areas from quality assurance, analytics reporting, client relations and team leadership to her current team success-focused role.

 

“I am at the forefront to implement any change and the evolution of technology into the contact centre space to futureproof our communication and be the best in the business.”

Profile.jpg

LAUREN WILKINSON-POU

TEAM LEADER

Lauren has over 20 years' industry experience in leading, developing and supporting collaborative team culture while promoting and inspiring excellence in customer service. She goes the extra mile to ensure that clients receive top-quality service.

“Leading by example encourages the team to strive higher.”

20220711_130020.jpg

PHILLIPA MCINTOSH

CONTACT CENTRE MANAGER

With a decade of contact centre experience, Phillipa has been a strong team member of the contact centre operations in Oamaru. She initially made her name as a team supervisor where she was responsible for staff training, development, and client liaison. Since taking over as contact centre manager, Phillipa has continued to hone a close-knit team to provide outstanding service. She is highly respected by her colleagues, clients and staff for her integrity and leadership.

 

"We get our job satisfaction in delivering service with real passion; to do the best that we can in every customer interaction. We think of our team as more of a family than simply a place of work."

G Tan.JPG

GERMAINE TAN

CAMPAIGN MANAGER

An events, marketing, operations and project management specialist, Germaine has more than a decade of industry experience to ensure your marketing campaigns are in safe hands.

Upskilling our team with a focus on insights and market trends to ensure maximum value-add is just a part of the commitment Germaine delivers to our clients.

 

“Teamwork is the secret that makes common people achieve uncommon results.”

J Milner.jpg

JOSHUA MILNER

HEAD OF BUSINESS STRATEGY

Joshua has over 20 years’ experience in CS operations and vendor management, having established networks across the Pacific. He is familiar with leading key project areas in high-risk situations, ensuring a balance of customer, brand, and integrity.

 

Joshua is a relationship-savvy CS, projects and operations expert specialising in analytics, best practice and economic theory.

 

‘’ I have a clear focus on the future, agile frameworks, environmental responsibility, and continual improvement cycles.’’

OUR FOOTPRINT

The Phone Plus Group is actively working to Principle 9 of the Top Ten Principles of the UN Global Compact and has adopted several initiatives to reduce its impact on the environment and to use resources sustainably:

  • Promoting and fostering WFH and hybrid practices. This further reduces the need for travel and supports the environment while giving employees time.

  • A reduction of 60% of organisational printers, which has minimised the volume of printing within the contact centre operation. This is saving in excess of 130,000 pages of printed paper per annum

  • Guiding clients to make use of email and electronic communications as opposed to direct mail options. These two activities save paper, toner, maintenance kits and envelopes/stamps.

  • Recycling all our consumable waste, including bottles, cartridges, bulbs and batteries. We use rechargeable batteries in our equipment.

  • Replacing our air conditioning units in the server rooms, reducing operational power costs, and creating further efficiency and longevity of the IT equipment through more effective temperature control.

  • Implementing power management best practice by switching off all lights, power switches, monitors and equipment to reduce power draw from equipment on standby. Air conditioning is only used during peak times and when temperatures are extreme, and use of blinds is mandatory to assist with regulation of temperature.

  • Car pooling service for our staff and creating flexible shifts where possible to facilitate this on a regional basis again reducing our carbon footprint

  • Switching to SIP trunks and other telephony platforms that provide a greater efficiency of power draw and air conditioning requirement. This has so far saved the organisation 65% of our power bill each month and reduces the dependence on fossil fuels.