28 May 2013

'We're here to help' – a profile of MyDonate's customer service team

HELPEnniskillen is the largest town in the county of Fermanagh in Northern Ireland.

It’s also the headquarters of the MyDonate customer service team, otherwise known as the Helpdesk, which has been providing service to its ‘customers’, namely fundraisers, charities and donors, on behalf of MyDonate since the service begun.

The ten-strong Enniskillen team is a blend of senior customer service professionals all of whom have worked for BT for many years.

“There’s do doubt that members of the team really know their onions when it comes to customer service,” says team head Andy Hamill.

“Collectively we have years of very valuable experience in the bank together with a wide spectrum of specific customer service skills. All of this acquired expertise goes towards supporting MyDonate’s ever-expanding list of charities, fundraisers and donors.”

Keeping busy

And it’s the growing number of charities and fundraisers using MyDonate that keeps the Enniskillen team busy as Andy explains:

“We deal with everything from processing applications from charities to responding to in-life queries from charities signed up to the service.”

“We find ourselves assisting many smaller charities who might be new to the world of online fundraising and where technology is not a core competence. Equally, we are frequently engaged in meeting the needs of larger charities – many of which are also large corporate customers of BT. Both groups get the same level of service – which is top-class.”

Andy’s claim appears valid given the results of customer surveys which regularly reveal 95 per cent, (and upwards) ‘very’ & ‘extremely’ satisfaction rates among MyDonate’s users.

“I think we’ve been successful in getting the message across that we are here to help,” says Andy Hamill.

“What’s more, our charities really do believe we listen to them and respond to their needs. I’d say we’ve grown with them over the last couple of years since MyDonate was launched.”  

Sharing information

Andy says that one of the best parts of his job is sharing information between customers – particularly charities.

“Recently, we were able to help out a number of charities who were concerned about changes in Gift Aid. We passed on the knowledge we were accumulating to more and more charities all of whom were very grateful. Similarly, we really get a kick out of helping charities with grant applications or passing on fundraising tips to charities and their fundraisers.”

Says Andy, “We love helping, it’s as simple as that.”  

 





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