As the pressure on shareholder profits and the reduction in operating costs has intensified we have seen the emergence of those IVR telephone messages that tell us to ‘press 1 for accounts’ and websites telling us that we will find the answer in their ‘frequently asked questions’ pages.
Customer service centres seem to be based further away and when you do call for help the recorded greeting tries to redirect you to their company website’s FAQs page for help. Everything seems to be self service driven, as suppliers in their haste to reduce costs, move further and further away their customers.
What’s more it’s not only the bigger companies that are guilty here. Smaller suppliers are also leaving some of their customers behind as they look to fund more competitive pricing and redirect staff and resources towards bringing new customers in the door.
As a result Evoke Telecom Services Ltd was born. From day one Evoke Telecom has put in place a support partnership with our friends at NT Voice & Data Solutions Ltd in Nottingham. NT were established back in 1981 and have built an enviable reputation for engineering excellence and first class customer support.
Our mission is to bring back real 1-to-1 service for all customers. Customer first and customer centric, no matter what the size.
I have spent the best part of the last 30 years working in sales, operations and senior management roles within mid-sized and large UK corporate companies and more recently in global telecommunications companies.
I spent the last 12 of my corporate years at Vodafone in a variety of key roles. These included sales roles managing some of their largest customers and leading account retention & new business acquisition teams in mobility and Unified Communications. Wider, more strategic roles included the responsibility for corporate sales channel development. This included sales strategy, organisational design, capability and competency development through to channel restructure and transformational business change.
In 2008 I headed up the sales integration of Vodafone UK Ltd and Central Telecom Ltd following Vodafone’s acquisition. This was a key milestone in Vodafone’s move into fixed mobile convergence and unified communications.
Latterly I managed Vodafone’s specialist overlay ‘go to market’ strategy for national sales into the large SME, Key Accounts, Mid-Market channels for connectivity, convergence, unification and contact centre sales.
When I am not working I love running and have half marathons planned in Loughborough, Nottingham and Leicester this year.
I am proud to have 20 years of Sales, Sales Management and Senior Sales Leadership experience, working in Enterprise and Channel Sales within the communications industry. My roles have included leading successful account management, new business development and channel management teams, in both the UK and wider Global Enterprise markets.
For the past 7 years I have worked for Vodafone (following their acquisition of Central Telecom) where I headed up Account Management for our Unified Communications customer base. Impressively at Central Telecom we achieved industry leading <2% attrition rates by delivering a first class customer experience. Not long after the Vodafone acquisition I was invited to lead Vodafone’s Global Enterprise Specialist Sales team. Following an enjoyable and successful time in the global market I was invited to return to a more ‘local’ role, heading up Vodafone’s UK’s Unified Communications ‘Retention & Growth’ teams.
However, I have seen a massive change in recent years. Intrusion of IVRs, pressure on customer ‘self-service’, off shoring of contact centres, and instructions to find the answers yourself on a company’s website – all of these demonstrate how the telecoms industry has moved further and further away from their customers.
Evoke Telecom is reversing that trend, delivering a face-to-face and tailored one-to-one service for our customers. We are passionate about delivering solutions and services that are tailored to meet our customers’ needs rather than at maximum profit for minimum effort. The customer testimonies on our website speak volumes for the ethos of the Company and its culture.
We put the best telecommunications solutions on the market to work for your business, and we supply at sensible prices with finance available.
We look for ways to cut your costs and make your budget stretch further, without your business needing to compromise on delivering excellent service.
Whether you’re moving premises or need an upgrade, we’re there for you every step of the way to ensure things go smoothly.
Our background allows us to add value to your business as a whole, rather than just focusing on telecoms. We’re here to make sure your business grows.