ASB’s Caring Callers journey started with a small team based at ASB’s old contact centre in Mt Eden more than a decade ago. Today, ASB have 18 volunteers taking part who are predominantly based in Auckland and a team member volunteering from Palmerston North.
Eugene says ASB’s support of the Caring Callers programme reflects its values.
“Manakitanga or caring is one of our values at ASB, so offering our people the opportunity to take part in the Caring Caller initiative is a natural extension of the support we provide, particularly given many of our team members are very skilled on the phones. The programme offers a fantastic way for our volunteers to leverage their unique skills and give back to the community at the same time.
“The programme is hugely important. We know that a caring call is often the only contact those involved will have with others on a given day and our call recipients look forward to connecting with us - having a chat certainly brightens their day.
Most importantly, we allow our volunteers time during work hours to make the commitment to being a Caring Caller and provide our technology and contact centre resources to make the calls should they wish to use it. Alongside Hato Hone St John, we also provide the appropriate training to assist them when speaking to those in vulnerable circumstances.”
Eugene says helping others has also helped staff, and many volunteers have found that their communication skills have developed thanks to the work they do as part of their Caring Caller duties.
“They can draw from their Caring Caller experience to help them feel more confident when supporting their customers in similar circumstances during their ‘day jobs.’”
During the COVID-19 lockdowns, it became even more apparent New Zealanders needed to hear a calming caring voice at the end of the phoneline. Luckily, the ASB team were able to continue volunteering during the various lockdowns, providing much needed support to those who most needed it.
Throughout this challenging time, ASB also introduced its own referral channel for the Caring Caller programme where team members could refer customers who may benefit from the programme to Hato Hone St John Community Health Services team.
Eugene wants to encourage other New Zealand businesses to support those on their books wanting to volunteer for Hato Hone St John, as it is not just rewarding for the individual but also the business.
“Providing volunteering opportunities enriches your people and your business. At ASB, we believe supporting community and charity projects will help to make New Zealand a better place for everyone.”