Mark S.

Dialer Administrator Specialist

Philippines


"A former tech support agent finds his passion & purpose at Accenture."

Mark: Passion for automation

Mark was frustrated with his former employer because he felt that his skills, creativity and talent weren’t used effectively. Now, as a dialer administrator specialist at Accenture, he enjoys numerous opportunities to collaborate with others, upskill and unleash his passion for innovation.

As a dialer administrator, Mark is responsible for designing, planning and executing dialers—a system that automatically calls a customer’s phone numbers and then transfers the call to an agent when a human voice is detected. Dialers can also be programmed to leave recorded messages, call multiple numbers simultaneously or even initiate calls to customers who request call-backs from a business’ support page.

“I was a frustrated technical support agent before,” he says. “I was already a dialer systems specialist before joining Accenture but it’s only now that I get to strategize and co-innovate with our clients and teams, especially around collections.”

Mark is proud that he and his team pioneered outbound services (using a dialer system) for their client. Supporting a large Australian gas and electric company, the team is responsible for the client’s customer collections and ensuring compliance with Australian laws and rules.

“A single mistake can terminate our contract and cost lots of agents their jobs,” he explains. “Automation, especially when it comes to completing reports, certainly makes our job easier. It helps us give accurate and complete data to our client.”

This fitness buff and car enthusiast says that even if each day has its challenges, he enjoys his job. It helps, too, that he has opportunities to further expand his knowledge.

“Accenture helped me a lot in developing my competencies. I recently became a certified Six Sigma Yellow Belt and took up other training sessions to build leadership skills. I love my job and I want to stay longer to continue making a positive impact, not only in Accenture, but also in our client’s business. Accenture really shapes people to use technology and creativity to unlock innovation!”

Learn more about the Innovators of Accenture Operations.

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