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Putting minds at rest: Thabo Mkatini sells insurance via a call centre.

What does your job entail?

My job entails selling short-term simple insurance over the phone to customers on behalf of our financial services clients. The insurance we sell includes accidental death plans, permanent disability, funeral cover and hospital cash plans.

Calls are made via a predictive dialling system to customers on the database with the insurance marketing offer. I provide information explaining the benefits of the product so that the customer may make an informed decision about whether or not they would like to purchase the product on offer.

What are you trying to achieve?

Achieving my goals means that customers have gained the benefit of much-needed insurance cover that they may previously not have had access to.

For this reason, I find it gratifying to make these calls every day as I know that I have helped someone purchase financial peace of mind.

I aim to achieve the targets set out for me, as achieving my sales targets means earning a better income.

I would like to grow within OKS; my goal is to become a team manager and then a senior sales manager to lead the other sales teams.

Describe a typical working day?

Each morning we have a team talk about the previous day’s results and key learnings. We review what needs to be achieved for the day ahead and with this clear goal in mind, it’s “headsets on” and the campaign calling begins.

This is a fast-paced, dynamic industry in a very lively environment and the day goes by quite quickly.

What would you call a really good day?

A really good day for me is when I achieve all my targets, including my personal sales targets.

The products that we offer can change the lives of the people we are selling to and I find it satisfying to know that I am part of changing the lives of ordinary South Africans.

What is your greatest challenge?

It’s to gain the trust of the customer over the phone so that they feel confident to buy the product.

I have also had to adapt to the challenge of our multi-lingual society; I need to be able to determine if it is necessary to transfer a call to another agent to ensure that the customer is fully able to understand the benefits of the product.

What has contributed to your success?

Being goal-driven and knowing what you want is my recipe for success. I remain focused on the job at hand and I believe I understand what motivates me.

What is your background?

I went to Holy Cross High School in the Eastern Cape. Then I studied marketing at the Tshwane University of Technology, but came to Joburg before completing the course.

Once in Joburg, I was fortunate to receive an opportunity with OKS. I have been here for two years.

l For more information about O’Keeffe and Swartz, visit www.oks.co.za or e-mail info@oksnet.co.za