Star employee and Vodafone Hero for 2010 Kevin O’Neill has returned from a fun-packed, all-expenses paid weekend in London where he joined other Vodafone Heroes from operating companies around the globe in celebration.
The Global Heroes initiative was launched by Vodafone Group to recognise and celebrate high-performers and role models of ‘The Vodafone Way’. Every quarter Vodafone Group and its operating companies nominate top individuals or teams before the top 28 Global Heroes for the year are then chosen.
The Heroes’ stories are diverse and range from innovative network solutions to simplifying internal processes to improving customer experience. Kevin O’Neill found new and better ways to support Vodafone’s customers through the development of a new e-mail support model. He took the initiative to suggest something very different from the usual e-mail support business model.
“Kevin proposed a radically new way of managing the customer services e-mail channel with a ‘work from home’ model,” Martin Gregory, head of HR at Vodafone Malta, explained.
“This enabled him to reply and manage e-mails in real time in a way that Vodafone could offer a dedicated e-mail support service. Previously the response time could sometimes be as long as three days. O’Neill now provides support over public holidays, weekends and every other day until midnight.”
The initiative has translated into an average response time of 15 minutes and 85 per cent of cases are resolved within this time. The remaining 15 per cent are generally resolved on the same day.