RACV people: the call centre professional

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Dianne Kukielka
Dianne Kukielka

I’ve been taking calls in RACV’s Melbourne-based Member Contact Centre for more than 10 years. It’s called the Member Contact Centre because we don’t just take phone calls, we also interact with members online and in social media.

We answer about 3.8 million calls a year. There are about 480 Contact Centre staff, people of all ages and from all over the world.

The team I am part of takes calls relating to leisure products, which include Travel Insurance and ticketing sales.

I answer up to 80 calls a day. An insurance-related call can be eight minutes or 25 minutes. 

Talking with members about holiday insurance is great, people are happy and want to learn about what they’re getting.

I got into this job after I had a vehicle inspection. I had to call the MCC and asked the woman who answered about her job. I thought, this sounds pretty good.

The training RACV provided has been great and my manager is amazing. You couldn’t work at a better place.

Every call is different but I like talking to our older members. They are always gorgeous to chat with.

I haven’t had a call where I couldn’t resolve the problem. Members always thank me.

A highlight for me is when I won Top Achiever three times at the annual RACV Awards Night staff dinner.

I take my grandson to school in the morning and then come to work. I really enjoy it and feel I have a great work-life balance.

Written by Jessica Hirst
August 14, 2017

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