The Canadian Call Management Association (CAM-X) recently awarded Brian, of AnswerPlus Toronto, the coveted â€œBest Call Overallâ€ from amongst 740 blind test calls placed over a 6 month period.
Only a handful of those calls scored 100% for call taking techniques, and 100% for the WOW factor (engaged, using the callersâ€™ name, and professionalism throughout), and went on to be evaluated by an additional 3 panels of judges before Brianâ€™s call was chosen as the â€œBest Call Overallâ€.
Brian 36, says his secret to exceptional service is simple: Â â€œTreat everyone like they are gold, I give whatever I can â€¦ and hopefully Iâ€™ll be treated the same if I need help somedayâ€ Â Brian attended Camosun College in B.C. with the goal of becoming a music teacher. He learned to play piano, clarinet, flute, trumpet, trombone, and alto, tenor, and baritone saxâ€¦ saying he â€œjust wanted to be able to fill in wherever help was needed in the orchestra!â€ (thatâ€™s our Brian). Â Over the next several years, he explored a variety of careers from optical technician to city bus driver, living in Alberta and for a short time, the U.K. before settling in Scarborough.
Remembering the AnswerPlus culture heâ€™d heard about in a workshop he attended years earlier, Brian looked us up and was accepted for what was supposed to be a â€˜temporaryâ€™ position. That was two years agoâ€¦ today Brian is a team lead, honing his skills to become a supervisor. Â Brian is passionate about change! In fact, what he most likes about working at AnswerPlus is that heâ€™s presented with different challenges every day. He also loves â€œthat the staff are treated with such respect, the flexible hours, and that everyone gets along so wellâ€ saying â€œI havenâ€™t seen that at a call centre before.â€ The only thing he doesnâ€™t like is the commute to work! Â His pet peeves are people who wear socks with sandals (scandalous!) and people who drag their feet, and speaking of pets, Brian will soon be adopting an adorable little pug! He enjoys all kinds of music, (except rap), is a huge fan of Stephen King, and loves watching horror movies, saying â€œsome of them are so ridiculous they make me laugh!â€ Â Brian describes himself as â€œcaring, loving, always willing to lend a hand, outgoing, and spontaneousâ€â€¦ great attributes in a personâ€¦ and in a CSR! Â If he won a million dollars, Brian would buy his dream home, a three story house with brand new appliances, somewhere quiet, outside the city. Then heâ€™d donate to cancer research, saying â€œwe have to find a cureâ€ and pay off his Equinox. Â Asked what his 3 wishes might be, Brian said heâ€™d ask for more time with his mom, who succumbed to cancer in 2012, and for a cure for cancer. He couldnâ€™t think of a thirdâ€¦ these unselfish wishes speak volumes about the man Brian is. Â Â Although he doesnâ€™t know where heâ€™ll be in 5 yearsâ€™ time, â€œIâ€™m not psychicâ€ Brian says that for now, he is content to be working with his new family at Answerplus.