Saturday, November 06, 2004

Tony Hanway

After completing an AOL customer survey :-

We have received your completed survey. I thank you again for your insights and time. The information you provided will be used to ensure that actions are taken within AOL to continuously improve the quality of our customer care.

Tony Hanway
Vice President, Member Services

so who is this guy?
after a quick Google Search: "Tony Hanway" aol

company_speaker_details: "Tony Hanway"

AOL is the world's largest Internet company, with over 34 million members around the world. AOL UK is the leading online interactive services provider to the UK, with more than two million members. AOL offers a range of online interactive services in the UK, including flat-rate, broadband and mobile, as well as unrivalled content and community for all the family.

Performix Technologies is the leading provider of employee performance management software for contact centres with operations throughout the UK, Ireland and North America. Its software is deployed in over forty companies, including five of the world’s top 10 banks, two of the world’s top three credit card providers and two of the world’s top telecommunications companies.

SPEAKER DETAILS: Rosemary Turley has more than 17 years international experience helping market leaders in healthcare, food and telecoms match their product delivery to customer expectation. This, and her experience in shaping Performix’s strategy, gives her a deep understanding of what makes customers tick, why they buy and the impact contact centre performance has on customer behaviour.

Tony Hanway has worked with AOL since 1996, he previously worked in Gateway in Dublin and Allied Irish Bank in the UK. He started his career with AOL as Customer Services Manager in the Dublin call centre. Tony then helped set up the call centre in Waterford, which opened in September 1998 and has grown from 28 employees currently standing at 870 employees. The role of call centre is to take incoming calls from AOL’s UK Customer base.

from Call Centre Expo 2004 Home was 23 - 30 December NEC

I missed that show this year, but I have attended a couple previously to get some idea of what is going on in UK business world with the continuing change from heavy to service industries.

Irish Examiner - 2002/09/11: Call centre to create 125 full-time jobs: "BRITAIN'S leading interactive services company, AOL UK, which opened its call centre in Waterford four years ago with twenty five employees, is to create an additional 125 full-time jobs in the coming months, bringing its total workforce in Waterford to 650.

The announcement was made yesterday by Waterford-based vice president Tony Hanway, and coincided with a visit by Tánaiste and Minister for Enterprise Mary Harney, who performed the official opening of the IDA's new offices located in the Waterford Technical Park on the Cork Road.

The 125 jobs at AOL UK will primarily be in technical support, sales, and customer services areas.

Recruitment begins immediately. When the call centre was opened in September 1998, 25 people were employed, and with that total now set to spiral to 650 within the next 12 months, it has proven to be one of the most spectacular industrial success stories in the south east. "Our Waterford expansion is testimony to the growth of the AOL business, the success of our new broadband product, and our commitment to providing members with the best possible service," Mr Hanway said. "

I used the special AOL broadband help line last night EXCELLENT but for once the girl sounded english -and said she was in Bristol.

Waterford is of course a scandinavian place name from viking times.


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