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class="_1Rweh"><p>This ntent has been fund by an advertiser and wrten by the Ne mercial edorial team.</p></div></div></button></h2></div><h1 class="_3lFzE _2T7o9" data-ttid="ArticleHear-headle">Service ethos shap an ial workplace</h1></hear><sectn class="_1Bz7o"><div class="_564bs"><span class="qIIE_ _3BRJF"><span class="_1GUY1" data-ttid="AuthorNam"></span></span></div><sectn class="_2dzEx"><div class="_2cdD4" data-ttid="ArticleTimtamp"><time data-ttid="ArticleTimtamp-time">May 3, 2021 – 3.31pm</time></div><div class="_31gDS" data-ttid="ArticleTools"><div class="_26BHG"><button aria-scribedby="articleToolsLogTooltip" class="JSEcE WiPOW" data-click-outsi-ignore="te" data-ttid="SaveArticle-button" type="button"><span class="DcglW _3KahZ"><svg class="_1SIxy" focable="false" height="1em" aria-hidn="te" width="1em"><e xlk:href="#in-bookmark"></e></svg></span><span class="_1dFpl">Save</span></button><div class="G-AXw _3Xjsv" id="articleToolsLogTooltip" role="tooltip"><div class="_3sIJa" data-ttid="SaveArticle-tooltip"><button class="__V_M" type="button">Log </button> or <a class="_3NFfI" data-ttid="SaveArticle-subscribeLk" href=">Subscribe</a> to save article</div></div></div><div class="_332VY" data-ttid="ArticleSocialShare"><button class="_1whEj _3jOVc" data-ttid="ArticleSocialShare-buttonShare" type="button"><span class="_1cmVb _1hJaj"><svg class="_1SIxy" focable="false" height="1em" aria-hidn="te" width="1em"><e xlk:href="#in-share"></e></svg></span><span class="_35K">Share</span></button></div></div></sectn></sectn><div class="_1YPgH"><div class="tl7wu"><p>When brothers David and Aidan Tuhope started Macquarie Tele 1992 three prcipl set the urse for the amb startup: to make a difference Atralia’s telemunitns dtry, which was then the formative stag of regulatn; to place ctomer service at the centre of s bs; and to empower employe to set new service benchmarks an dtry renowned for poor ctomer experience.</p><p>Those tes, which rema hallmarks of Macquarie Tele, have ma the pany one of Atralia’s bt plac to work this year’s AFR BOSS Bt Plac to Work.</p><figure class="gzJMC unfed NvmVw" data-pb-type="im"><picture><source media="(m-width: 1180px)" width="620" height="349" srcSet="zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_620%2Cq_88%2Cf_to/7dacd308c91345049761e657b558b14df4587d, zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_1240%2Cq_52%2Cf_to/7dacd308c91345049761e657b558b14df4587d 2x" data-pb-im-nfig="{"aspectRat":1.776846,"type":"landspe16x9","width":620,"urls":["zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_620%2Cq_88%2Cf_to/7dacd308c91345049761e657b558b14df4587d"," zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_1240%2Cq_52%2Cf_to/7dacd308c91345049761e657b558b14df4587d 2x"]}"/><source media="(m-width: 1020px)" width="620" height="349" 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zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_1392%2Cq_52%2Cf_to/7dacd308c91345049761e657b558b14df4587d 2x" data-pb-im-nfig="{"aspectRat":1.776846,"type":"landspe16x9","width":696,"urls":["zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_696%2Cq_88%2Cf_to/7dacd308c91345049761e657b558b14df4587d"," zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_1392%2Cq_52%2Cf_to/7dacd308c91345049761e657b558b14df4587d 2x"]}"/><img alt="" class="_1srKI" data-ttid="Image-image" src="zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_620%2Cq_88%2Cf_to/7dacd308c91345049761e657b558b14df4587d" srcSet="zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_382%2Cq_88%2Cf_to/7dacd308c91345049761e657b558b14df4587d, zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_764%2Cq_52%2Cf_to/7dacd308c91345049761e657b558b14df4587d 2x" siz="(max-width: 767px) 382px" data-id="7dacd308c91345049761e657b558b14df4587d" data-pb-im-nfig="{"aspectRat":1.776846,"type":"landspe16x9","width":382,"urls":["zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_382%2Cq_88%2Cf_to/7dacd308c91345049761e657b558b14df4587d"," zoom_0.77%2C$multiply_2%2C$rat_1.776846%2C$width_1059%2C$x_173%2C$y_0/t_crop_ctom/c_sle%2Cw_764%2Cq_52%2Cf_to/7dacd308c91345049761e657b558b14df4587d 2x"]}" width="382" height="215"/></picture><figptn class="LuHig"><p>Macquarie Tele’s Di Melr, Lra Debono and Mike Pooley unrstand the value of buildg posivy the workplace. <!-- --> <ce class="_23SOU"></ce></p></figptn></figure><p>The pany is unaaid of wearg s heart on s rporate sleeve.</p><p>“We see ourselv as embracg the power of the human spir,” says group executive Le Clifton. “The Macquarie story is a pellg tale of passnate people wh the drive to make a difference and novate.”</p><p>Dcribg Macquarie’s employe as “the heartbeat of the anisatn”, Clifton says the pany’s approach to bs succs is to maximise employee engagement.</p></div></div><asi class="_3JfHJ"></asi><div class="ZAfSI"><div class="adWrapper _3XglG Hqxcp" data-ttid="ad-wrapper"><div class="" id="adspot-320x360_320x50_300x250_300x50-pos2-mobile"></div><div class="" id="adspot-728x90-pos2-tablet"></div><div class="" id="adspot-970x250_728x90-pos2-sktop"></div><small class="_3azTn">Advertisement</small></div></div><div class="_2J452 _3smH4"><div class="_33oUB"><div class="tl7wu" id="endOfArticle"><p>“The more engaged our employe are the more empowered they are to do a better job for the ctomer,” he explas.</p><p>“The people who do bt and stay the longt have a burng passn to make a difference. Attractg, velopg and retag talent is the key to our succs.</p><p>“Our overarchg approach is to brg together our employee value proposn and our ctomer value proposn as tightly as we possibly n.”</p><p>Macquarie Tele provis data, voice, mobile and -lotn servic to mid-market rporate clients and the not-for-prof sector. It is one of four bs uns the ASX-listed Macquarie Tele Group, which also clus Macquarie Cloud Servic, Macquarie Government and Macquarie Data Centr.</p><p>Last October, Macquarie Tele Group won two prtig awards the annual World Communitn Awards: Bt Ctomer Experience (CX) for s Heartbeat program and CEO of the Year for David Tuhope, scribed by the award judg as “the most ctomer experience foced CEO [we have] ever seen”.</p><p>“The Heartbeat program enurag Macquarie’s entire team to light ctomers and lerally do the oppose of dtry unterparts,” the judg reported.</p><p>Macquarie Tele Group chairman Peter Jam says the ctomer experience award “provis a shg example of an Atralian pany settg the bar for outstandg ctomer service”.</p><p>“David [Tuhope] and Macquarie have always placed ctomer service experience at the centre of cisn-makg, om product releas, to staff hirg profil, to staff centiv,” Jam says. The key measure of the succs of Macquarie’s ctomer foc is the promoter sre (NPS), an x rangg om m-100 to 100 that measur the willgns of ctomers to remend a pany’s products or servic.</p><figure class="gzJMC unfed NvmVw" data-pb-type="im"><picture><source media="(m-width: 1180px)" width="620" height="349" srcSet="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABAAAAAJCAQAAACRI2S5AAAAEElEQVR42mNkIAAYRxWAAQAG9gAKqv6+AwAAAABJRU5ErkJggg==, data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABAAAAAJCAQAAACRI2S5AAAAEElEQVR42mNkIAAYRxWAAQAG9gAKqv6+AwAAAABJRU5ErkJggg==" data-srcset="zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_620%2Cq_88%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc, zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_1240%2Cq_52%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc 2x" 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data-srcset="zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_696%2Cq_88%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc, zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_1392%2Cq_52%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc 2x" data-pb-im-nfig="{"aspectRat":1.776846,"type":"landspe16x9","width":696,"urls":["zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_696%2Cq_88%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc"," zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_1392%2Cq_52%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc 2x"]}"/><img alt="" class="_1srKI" data-ttid="Image-image" src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABAAAAAJCAQAAACRI2S5AAAAEElEQVR42mNkIAAYRxWAAQAG9gAKqv6+AwAAAABJRU5ErkJggg==" data-src="zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_620%2Cq_88%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc" srcSet="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABAAAAAJCAQAAACRI2S5AAAAEElEQVR42mNkIAAYRxWAAQAG9gAKqv6+AwAAAABJRU5ErkJggg==, data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAABAAAAAJCAQAAACRI2S5AAAAEElEQVR42mNkIAAYRxWAAQAG9gAKqv6+AwAAAABJRU5ErkJggg==" data-srcset="zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_382%2Cq_88%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc, zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_764%2Cq_52%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc 2x" siz="(max-width: 767px) 382px" data-id="35a27585bdc373d2ef2070b61f444dd9d7f7aafc" data-pb-im-nfig="{"aspectRat":1.776846,"type":"landspe16x9","width":382,"urls":["zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_382%2Cq_88%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc"," zoom_1.157%2C$multiply_1%2C$rat_1.776846%2C$width_1059%2C$x_0%2C$y_35/t_crop_ctom/c_sle%2Cw_764%2Cq_52%2Cf_to/35a27585bdc373d2ef2070b61f444dd9d7f7aafc 2x"]}" width="382" height="215"/></picture><figptn class="LuHig"><p>Macquarie Tele Kate Gayfer enurag employe to brg their passns such as okg to the workplace. <!-- --> <ce class="_23SOU"></ce></p></figptn></figure><p>A sre of greater than 50 is nsired excellent and Macquarie’s NPS currently ss at 76. At the time of llectg s World Communitn Award gongs, Macquarie’s 71 NPS was praised by judg as “world-beatg…at the same level as Apple and Amazon”.</p><p>“We ask our ctomers to measure every day by g the simple and powerful NPS qutn, ‘How likely is that you would remend our pany to a iend or lleague?’ changed the transparency of NPS so that everyone ternally and externally n see how well we are servg our ctomers on a real-time basis. We thk is a world first to share this,” Clifton says.</p><p>“Havg our ctomers sre on our service transformed . We changed our systems and procs; we changed our people-hirg profile and we changed our bon to be based on our NPS sre.</p><p>“We empower staff to go above and beyond to achieve great ctomer service and they do that every day.”</p><p>To foster an clive and engaged workforce, Macquarie engaged analytics firm Gallup to n s Q12 employee engagement survey – based on the 12 needs that managers n meet to improve employee productivy and engagement – and the Clifton Strengths (no relatn to Le) asssment tool to terme what each employee do bt and how to velop those talents to strengths.</p><p>“We provid employe wh facilated trag to unrstand their strengths and how to leverage those strengths as a team,” Clifton explas.</p><p>“Employe are more aware of their strengths and managers e strengths-based achg to take what they are herently good at to the next level. Concentratg on what each employee do well and leveragg each other’s strengths has led to greater llaboratn and improved performance pany-wi.”</p><p>Macquarie Tele has spent almost 30 years perfectg s culture of llaboratn and service ethos. This proved val durg the COVID-19 lockdowns.</p><p>“When we went to lockdown last year we were able to draw on the culture we had built and the human pal we had vted . The llaboratn and nnectedns that was such a necsary part of makg through lockdowns for many bs me easily for bee we had been on that journey for some time,” Clifton says.</p></div><div class="_3E2eQ"><div aria-scribedby="tooltip" class="RplG6 _1CV7K"><h2 class="_27B2S"><span class="_2pp2V">Sponsored<span class="_1xt8v"> by <!-- -->Macquarie Tele</span></span><button class="_13u" type="button"><svg class="_1SIxy" focable="false" height="1em" aria-hidn="te" width="1em"><e xlk:href="#in--reverse"></e></svg><div aria-hidn="te" class="_3arnu _2l5h8" id="tooltip" role="tooltip"><div class="_1Rweh"><p>This ntent has been fund by an advertiser and wrten by the Ne mercial edorial team.</p></div></div></button></h2></div><div class="_3nTt0" data-ttid="ArticleFooter"><div class="_30U_H"><div class="_26BHG"><button aria-scribedby="articleFooterLogTooltip" class="JSEcE uxhXB" data-click-outsi-ignore="te" data-ttid="SaveArticle-button" type="button"><span class="DcglW"><svg class="_1SIxy" focable="false" height="1em" aria-hidn="te" width="1em"><e xlk:href="#in-bookmark"></e></svg></span><span class="">Save</span></button><div class="_2jGyo _3Xjsv" id="articleFooterLogTooltip" role="tooltip"><div class="KNEjM" data-ttid="SaveArticle-tooltip"><button class="__V_M" type="button">Log </button> or <a class="_3NFfI" data-ttid="SaveArticle-subscribeLk" href=">Subscribe</a> to save article</div></div></div><div class="_332VY" data-ttid="ArticleSocialShare"><button class="_1whEj E-qQO" data-ttid="ArticleSocialShare-buttonShare" type="button"><span class="_1cmVb"><svg class="_1SIxy" focable="false" height="1em" aria-hidn="te" width="1em"><e xlk:href="#in-share"></e></svg></span><span class="">Share</span></button></div></div><div class="_28OFW"><div class="nEW5f"><a class="_2SABC" href=" rel="noopener noreferrer" target="_blank"><span>License article</span></a></div></div></div><div class="_3QtdZ" data-ttid="ArticleTags"><div class="_27M2O _2-Rvi" data-ttid="NewsfeedArticleDriver" role="alert"><hear class="_1slp0"><h2 class="_2iSlc">Introducg your <span class="_3jl0N">Newsfeed</span></h2><button class="_1aHhd" data-ttid="NewsfeedArticleDriver-close" type="button"><svg class="_1SIxy" aria-labelledby="newsfeed article driverclose-tle" focable="false" height="1em" aria-label="Close" role="img" width="1em"><tle id="newsfeed article driverclose-tle">Close
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