E17 | Using the Net Promoter System to Create a Gold-Class Customer Contact Center: Meet Fionán Mc Donnell

Fionán Mc Donnell, NSW New Business Manager at Macquarie Telecom Group, explains how he ended up creating the contact centre with the best customer service score in Australia. Why they spent a lot of time on recruitment Empowering their employees Prioritizing customer satisfaction over operational efficiency The power of transparency What Fred Reichheld, the creator of the NPS, told Fionán after visiting their contact centre

Om Podcasten

Do you want to dive deep into the minds of those who dare? With an insatiable appetite for knowledge and a disdain for mediocrity, ‘Curious Leadership with Dominic Monkhouse’, is your fortnightly look into the mindsets of some of the world’s most trailblazing leaders. From seasoned strategists and investors to pioneering entrepreneurs and experts, I’ll explore their personal journeys, unorthodox decisions, and the lessons they've learned while shaping the future. About Dominic - Dominic Monkhouse is the founder of Monkhouse & Company. He scaled two UK tech firms from zero to £30 million in five years, coached 10 founders to successful exits, and published two books to keep others from making the same mistakes. He works with the 1% of founders committed to scaling—building elite teams, navigating the messy middle, and growing without drowning in chaos or losing control. His mission is to see 200 founder-led firms scale from 50 to 250+ employees, creating 300,000 jobs and £52 billion in revenue and reshaping the UK’s business landscape.