A New Approach
For those of you that have read my previous blogs, I hope the one thing that you have picked up on, is my passion about my job. I am not simply passionate about making money or having my own business – I would be lying if I said these factors didn’t play a part, of course they do, however, I am passionate about everything to do with my job.
I write this blog knowing that some points might seem controversial, this is not my intention. It is important for me to be clear and open with everyone and that is exactly what I want to do here. I want to share with you my vision and the outlook for my business. The points I make here are purely based on my experiences and I am fully aware there are limitations to this, therefore these are not generalisations I make but purely statements on what I have experienced and what I hope to achieve in the future.
The dream from day one was to start a business that was different to others. Different specifically in it’s approach.
Now see I have many years experience in this field, right from front end to back end duties. I have worked alongside many different characters from many different walks of life and from each and everyone I have taken something. Collectively these learnings are what I have implemented in my business.
When I first entered this industry in Pakistan it was a huge shock to my system and unfortunately not in a good way. I had been fortunate to have worked in businesses in the UK where I really relished going into work and giving my all, as did all those around me. I specifically recall fond memories from my time at a national company call centre in the UK, where majority of the staff had been employed for five plus years, they loved their jobs and were so dedicated to what they did. I know it sounds cheesy, but the company really had a family feel to it. Everyone was keen to play their part in the success of the business and were rewarded – rightly so – for their efforts.
New Era moto
My introduction to call centre life in Pakistan was somewhat different. Therefore, when the opportunity came, I knew I had the experience, the knowledge and the desire, to make a change, to build a business with a ‘feel good’ factor to it, similar to what I had experienced back in the UK. I envisioned a place where I could offer employees a place where they were valued, a place where they were appreciated and the opportunity to grow. At the same time, I wanted to be absolutely dedicated to my clients, working with them, for them and for their customers. That very idea is where the moto of New Era came about. New Era OS, working with you, for you, for your customer!
So how have I gone about this and what does New Era have to offer:
There is no single person that makes New Era. It is a collective effort by every single member of staff, irrelevant of your title or your salary and this includes me. I alone cannot make New Era a success, the success of New Era is in the hands of the entire team.
I recall one thing that I couldn’t get my head around when I first came to be working in Pakistan was how staff were treated depending on their ‘level’. Simply put if you were not one of the big bosses, the senior employees, the one with flashy job titles, you were not treated with respect. I fundamentally disagree with this notion.
I remember pulling in the cleaning team one day into my office and telling them that they were employees of this organisation, the same as everyone else and they had a designated – important – job role, no one had the ‘right’ to give them extra duties apart from their line manager. When I say the right I mean they were being used to run personal errands, heat food for staff ‘higher up’, wash their lunch dishes, they were treated as personal ‘butlers’, though the term butler comes with more respect then was ever bestowed upon them. Heartbreakingly, these individuals did not feel they could say no, so they did everything that was required of them by the business, doing their own jobs as well as running around doing personal chores for those that viewed themselves as more ‘important’.
This quite frankly ‘toxic’ mind frame filtered down the business and employee chain, with each member of staff looking down on those they considered to be more inferior to them. Now let me be clear, this wasn’t everyone, there were those that played no part in this. But this mentality was never challenged, it was deemed okay, I learnt this first-hand myself, as my intervention with the cleaning team did not go down well with the management team, apparently this is the way things are done here.
Well no, not in New Era. Right from the offset the approach we take is to ensure satisfaction and satisfaction goes hand in hand with success.
At New Era a waiting list is used to select candidates for interviews based on their capabilities. This is a new era of call centre work, so once part of the New Era family, employees have the chance to grow and advance in their career and be rewarded along the way. We got rid of the hourly pay that is common here in call centres and put our staff on fixed wages with paid holidays. Overtime is paid as overtime and wages are in the bank by the end of the month. We want our staff to want to come into work and feel valued. We know how important these benefits and bonuses are to our staff.
A thing I noticed very early on here in Pakistan was that the owners of a lot of the call centres here are overseas citizens with a business in the west and the setup here in Pakistan to purely support their venture in the west. This divided interest, or in some cases, lack of interest to the business in Pakistan, is reflected in the way businesses are ran.
With New Era there is no divided or lack of attention. I am 100% dedicated to New Era, my time is completely dedicated to our clients without having to worry about my own business in the UK.
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