My name is Emma Ferguson and I have worked in the Internal Sales department at Aico since April 2003 – 17 years! I am one of ten members of the team.
The role of an Aico Internal Sales team member is to provide excellent customer service. We make sure that our customers are given the best support and guidance, in a friendly and easy to understand manner.
The two main priorities for Internal Sales are answering the phone and processing orders.
The phones are always busy; this year, to date, we have received 36,660 calls!
When we answer a call we don’t know which of our customers we are going to get but feedback has shown that they appreciate the human touch of a person being at the end of the phone when so many companies opt for automated services.
We have extensive product knowledge and understanding of standards, regulation and legislation in the sector thanks to the continuous training provided to us by our Technical Department, meaning we are able to deal with almost any query.
No matter who is on the end of the phone, it is our job in Internal Sales to provide the best support and guidance.
When it comes to orders, we can process up to 300 each day – 30,086 in the past 7 months! As in any busy office, we have KPI’s to work towards with one of the most important being accuracy. As a team, our accuracy rate stands at 99.82% which we strive to improve on each month.
Internal Sales are also responsible for managing bookings for our Mobile Training and Demonstration Units and our brand-new Centre of Excellence, a state-of-the-art training facility at our Head Office. We take care of all the behind the scenes organising to make sure our guests have a seamless day of training.
No two days are ever the same within Internal Sales.
Emma enjoys gaming, listening to music and collects anything to do with Tomb Raider & Lara Croft.