We started as a family business. And though we have grown since, Direct Affinity CX keeps that close-knit team feel, where everyone feels valued for their skills and input.
Phil is our founder and has over 40 years’ experience in consumer-focused services, as well as a passion for delivering outstanding customer service.
He has the rare ability to understand the needs of our clients and lead the team with clarity.
“We’re a provider of results”, he says. “We achieve them by making the customer feel special.”
Lottie oversees Direct Affinity’s most valuable resource – our people. She and her team are responsible for recruiting, training, supporting and rewarding our CX agents.
“Different projects call for different talents,” she explains. “Some people are natural ‘closers’ for sales appointments, while others have the technical understanding for customer service issues. We give our people the skills and the knowledge to succeed.”
20 years of automotive experience has given Sam a unique insight into most aspects of the industry.
He’s been an integral part of the Direct Affinity CX team since 2010, and in that time he’s seen the business grow in both scope and size.
“Our clients aren’t buying a commodity, or even a system; they’re buying a solution. It’s our job to listen first, then provide the answer that meets their needs.”
Paul has over 35 years of experience in designing technology solutions for the telecoms, defence, finance, and logistics sectors.
He now works with our clients to support, analyse, and improve their customer contact processes.
“Increasingly, clients depend on us to provide ‘pre-flight’ modelling before a campaign goes live. We can then question and refine the model, working as part of the client’s team – that’s where the big gains lie.”
Andrea has spent her entire 35 year career leading the way in customer focused services and operational solutions.
With an attention to detail and a well-honed foresight that enables her to create and plan successful delivery of operational strategies, Direct Affinity CX’s clients are ensured the best possible customer experience and maximum return on investment.
We believe in delivering more satisfied customers and better sales results for our clients, today and tomorrow.
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