Spirit Super contact centre named most consistent for 2021

The annual team awards are based on SenseCX assessments of telephone, email and live chat interactions, which are used to measure and improve customer experience assurance and satisfaction.

Throughout 2021, our Hobart-based contact centre delivered an outstanding satisfaction rate of over 92% to members and employers.

This high-performing trend looks to continue, with our February 2022 post-call satisfaction results coming in at 97%.

Kathleen Crawford, Spirit Super’s Chief Operations Officer, said the award showed Spirit Super is delivering on its promise to provide superior service to members.

“We pride ourselves in providing unparalleled service to members, whether through our contact centre, in person, or online. So, we’re delighted to be recognised for making sure every interaction with us is simple, straightforward, and rewarding for members.”

Throughout 2021, our contact centre fielded over 122,000 calls from members and employers from all states and territories and across all life stages.

To maintain their high standards, the team took part in a new training regime to keep their customer service skills sharp and super knowledge deep. This included best practice customer service programs, one-on-one call coaching and ongoing customer support training.

While training goes a long way to making a successful team, Kathleen said it was the people in the team who make the real difference.

“Our people are what makes this place special. There’s often a misconception that contact centres are dry and dreary places to work, but at Spirit Super, that can’t be further from the truth.”

“We’ve got a very upbeat and supportive team. We all learn from and support one another, which is why we get such great results. We’re professional and results-focused, but we genuinely love talking to people and lending a hand — and we have a lot of fun doing it! I think that shines through when we’re talking to and supporting our members and employers.”

With Spirit Super’s first birthday coming soon, Kathleen said the award also recognised the team’s ability to change and adapt to better suit member needs.

“There’s been a lot of change at the fund over the last year. The Tasplan/MTAA Super merger gave us a new name, brand, and a much broader member base. Behind the scenes, there was a lot of work going on merging systems and processes and teams.”
“Despite this, our members have always been our priority. I’m proud that we’ve managed to keep our service standard so high. It’s a testament to our team’s passion and commitment to ensure our members can get the information they need to manage their super quickly and easily. At the end of the day, we know how important that is in securing excellent retirement outcomes.”