About Deven Govender
Hi! My name is Deven Govender, and I’m a National Call Centre Manager for Trader Media SA (Auto Trader).
I started my career in Dec 1996, working within the Banking Sector till Feb 1999 I have held several different positions within this 3 year period gaining knowledge from South Africa’s 4 largest Commercial Banks. Much experience was gained from being a Teller/Front & Enquiries clerk and a passion for customer satisfaction grew on me.
The best place to gain customer satisfaction experience would be in a Call Centre. Time for a switch in career from the Banking Sector to the Call Centre Sector.
In Feb 1999 I joined Merchants South Africa (Dimension Data Group) till July 2003.
When it comes to providing productive customer contact solutions, it was here where I understood how important building relationships and customer relationship processes affect customer satisfaction, And let’s be honest, when you’re not worried about any of these issues that’s when you are genuinely freed up to ensure you meet the expectations of your ever-demanding customers. As a Dimension Data Group company, Merchants has provided customer contact solutions to a variety of blue chip organisations and I had been involved in 2 projects. Icon/World-Online and The Fly Saa.Com Out Sourced Projects.
Icon/World-Online Project February 1999 to March 2000 I took on the position as Call Centre Agent assisting customers with ISP suspensions and re-connections to the internet.
This was basic one-call resolution Changing payment plans from Debit orders to Credit Card or Direct deposit payment plan. Update the debtor’s book to 30 day and 60 day accounts.
Flysaa.com Project April 2000 to April 2003 a new challenge arrived as South African Airways were launching their first E-commerce website and Customer Service Desk which was outsourced to the Merchants group. It was here where I started building a foundation on how to provide excellent customer service and encourage customers to use online booking engine on the newly developed website at their own convenience. Ensuring that all passengers have a smooth and hassle free journey outbound.
After 4 years of off Call Centre work I decided to take a leap forward and moved into a career in publishing.
I joined the Trader Media Group SA(Auto Trader in August 2003 till present) as a temp and slowly moved up to becoming the National Call Centre Manager.
Auto Trader South Africa is a professional publisher who is proud of its 17-year history and staff who work very hard to ensure that we are indisputably the leading media market space for buyers & sellers across all types of vehicles! Our readership keeps growing and currently stands at 665 000 readers per week in print and more than 400 000 unique online visitors per month. Equally impressive is our inventory of over 30 000 vehicles, which is evidence of our success in bringing people together, a community if you like who are looking to buy or sell a vehicle. We are glad to be able to offer the largest possible choice of both franchised and non-franchised dealers, independent dealers and private sellers.
The Role As The NCC Manager
Providing effective leadership and be the driving force behind the vision. Establishing and leading a strong results-driven, ‘client first’ (One call resolution) culture within the National Call Centre. Developing and implementing a strategic plan for the National Call Centre which is consistent with the strategic direction of Trader Media. Developing and maintaining effective relationships with key internal and external customers. Managing the day to day functions of the National Call Centre including: Direct management and supervision of National Call Centre staff and Photo Agents nationally.
I enjoy wearing different hats from managing people to process, product and being a hands-on Strategy Expert.
Each week I experience the joy of learning, and I’m getting a step closer to elevated career success. The weeks remains very interesting and dynamic with, projects to be completed at work and family time. One of the most challenging thing is to maintain balance, manage time and priorities.
I am blessed with very strong support system, i.e. my wife Kasturi, also a working professional and my two son’s Ashalen and Prishanthan. Kasturi’s smile keeps me energized and her unconditional support provides me with a new confidence each day.