Introvert

Extrovert

Analytical

Creative

Loyal

Volatile

Passive

Active

anne the high energy manager

Head of Contact Centres, UK

snapshot of anne

Anne is a senior manager who has responsibility for five call centres that employ 3,000 people. She has a management team of five people. With such a big workforce she is reliant on efficient reporting to stay on top of productivity. Anne works with high energy and gets things done faster than most people. She's ambitious so prioritises career progression over job security. She's not afraid to ruffle feathers.

Goals

  • I want to be able to find inefficiencies that impact the bottom line.
  • I want to be able to run reports quickly, independent of IT.
  • I want our reporting to look great.

Frustrations

My in house reporting is dull, cumbersome and uninspiring. I find some gold, then I have to stop and wait for IT to create a custom report, then the moment is gone. I need self-service reports. I’m worried I’m missing big problems that are hiding

quote from anne

“I want to find out the why, not what? Why does Suzi make one call an hour when Sharon makes three. I want to  increase profit by finding money that’s hiding!”

Brands anne likes

HOW TO MARKET TO ANNE

Do’s & dont’s

  • Get to the point quickly without going round the houses.
  • Talk about the bottom line. Sell the experience.
  • Responds to bold language that will evoke an emotional response.
  • Avoid waffle. Don't use flowery language.
  • Avoid long technical descriptions about the product.
  • Anne works quickly, so avoid being ponderous. 

influencing buying decisions

Current Progress
Current Progress
Current Progress
Responsive customer service
Current Progress
Current Progress
Current Progress
Speed and ease of use
Current Progress
Current Progress
Current Progress
Easy to onboard and and set up
Current Progress
Current Progress
Current Progress
One stop shop
Current Progress
Current Progress
Current Progress
Futureproof products we can invest in

LINKEDIN

2671

Connections

  • Premium account
  • Shares more than posts

Groups:

Account management

Call Centre Management

Offshoring & Outsourcing

how anne uses devices

Mobile phone

Work desktop

Laptop

iPad

HOW TO COMMUNICATE WITH ANNE

Preferred contact channels

  • Works 100% remotely
  • Very comfortable with technology
  • Mobile and email first
81%
Mobile
81%
Social
Media
81%
Email
81%
In person
Chat

Do’s & dont’s

  • Speak with high energy.
  • Answers questions directly. Don't beat about the bush.
  • Use an energetic, assertive tone
  • Get bogged down with product description without explaining the bottom line impact.
  • Be overly friendly. Push back and be assertive when you need to.

what energises anne?

  • Leading her team.
  • Opportunities to shine.
  • Winning people over.

what stresses anne?

  • Slow drawn out events.
  • Over-planning and bureaucracy.
  • Being held back by process.

Emailing anne

  • Use a direct but friendly introduction.
  • Use abbreviations and shorteners where appropriate.
  • Keep the message focused and minimise small talk or padding.

Meeting with anne

Send a bulleted list on one page  in advance summarising anything that she needs to prepare. Keep the meeting moving. Don't be afraid to use humour, and avoid too much formality.