Time flies when you’re making a difference! Morgan McKenna is celebrating her two-year anniversary at Direct Affinity CX, and we couldn’t be prouder of everything she’s achieved since joining the team.
In this interview, Morgan reflects on her journey – from her early days to the opportunities that have helped her grow both personally and professionally. She also shares what makes Direct Affinity CX such a great place to work for young people, particularly women eager to explore career paths in the automotive industry.
Read on to find out more about Morgan’s inspiring story.
What brought you to Direct Affinity CX two years ago?
I’d actually never heard of the company. I was approached on Indeed, and it came at a time where I really needed to get out of my previous job. I was desperate and applying for anything, and then I got a phone call afterwards and I was so happy. Mike rang me and he sounded so cheerful and so nice, and I thought, ‘Oh, I can’t wait to go and see what this is about’.
How has your role evolved since you first joined the team?
When I started, I was on the dialer so I was making calls, and then I started getting bespoke campaigns to run. A little later, there was an opening to come off the phones and be more of a training and coaching support, so I did that for a couple of months. Next, the team leader role opened up, and I’ve been doing that for a year now.
Can you share a significant milestone or accomplishment that stands out during your time here?
I would say, when I first got the promotion to be a senior sales and service advisor. It was my first promotion coming off the phones. We were told that it would be 90% on the phones and 10% off, but because of the work that me, Lewis and Erin were doing, we eventually became 100% off the phones.
And seeing how supportive everyone else was in taking feedback from someone a little bit younger than them, or who’d never had call centre experience was amazing. Everyone was so receptive and genuinely congratulating us for a role that they’d also applied for.
What skills or knowledge have you gained since joining Direct Affinity CX?
I’ve learned so much more about myself as a person and what my attributes are. Especially learning from friends who are a lot older than me or even younger … the qualities that they possess that I envy or that I want to better myself in. I think it’s a really, really big one about working here.
I already had a little bit of motor trade knowledge, having worked in a car dealership and always being interested in cars. But I’d say a lot more of that has come from this job, especially when I passed my test.
No one tells you what you need to know when you’ve just passed – how often you need your MOT and everything, and even how to drive in the snow. So a lot of that knowledge, I’ve gained from the types of campaigns that we’ve ran, but also the people that we work with.
Have there been any particular training programs or mentorship opportunities that have helped shape your career?
100%. Every single thing that I’ve ever not known, there’s always been a completely honest conversation with the management team about any areas where I feel I need help. Without hesitancy, they’ve sent me on courses, they’ve reassured me, and also been quick to highlight improvements that I’ve made.
But I will say, hands down, Emma, Mike, Lottie and Amy have all been so supportive. And Tom and Dan in IT. Each individual person has taken so much time to help me develop as a person.
Is there a piece of advice that you’ve received that has stayed with you?
Yes, it was the first call that I took. I don’t know why, because I’d worked in hospitality for years in a customer-facing role, but the idea of being on a phone and speaking to someone I didn’t know, made me really nervous. Lewis and Mike both said to me, ‘You will never see or speak to this person again. You can’t go wrong and you will be all right’.
What’s your favourite thing about working at Direct Affinity CX?
I say it all the time, my job doesn’t feel real. Like I could tell someone about working here and they wouldn’t believe it. It’s not just an office, and I don’t think I’ll ever work anywhere quite like Direct Affinity.
The people, no matter whether you’re in your 50s and 60s or just starting out in your 20s, we have such a great relationship with everyone in the office. And I know that these people will still be friends that I’ll cherish for a long time.
How would you describe the culture here to someone who’s never been part of the team?
It’s so inclusive. There’s always a worry when you step into something that’s perceived as a male dominated industry, that you don’t really know what you’re talking about or that you’ve not got a lot to bring to the table.
But in this office, there’s more women than men. We tend to have better conversations because of the listening aspect, and understanding and empathising with customers.
When it comes to the actual company culture, we surround ourselves with people who are better than us to challenge us to be better people, rather than discouraging people.
As a young professional, what makes Direct Affinity CX a great place to work?
I think it’s fresh, it’s always looking for new ideas, it’s looking to modernise.
Most industries prefer people with experience and people who they can bet on. We’re always looking for, I don’t want to say underdogs, but people who wouldn’t necessarily be given a chance somewhere else. With that comes the vibrancy and different perspectives that we can use to improve our business and ourselves.
What advice would you give to young women considering a career in the automotive or automotive-adjacent industry?
Do it. You might be underestimated at first. But do it while you can. It’s an amazing industry. You gain so much knowledge that isn’t just work related, it also helps with your personal life.
You don’t have to have raced cars or be any sort of mechanic or automotive expert to work here. We give people the necessary knowledge … we work with everyone to develop that.
Finally, what are you most excited about for the future of your career at Direct Affinity CX?
I’m really excited about becoming a better person. When I first started, I was really shy, nervous, and I kind of went with the flow. But being here I’ve been challenged, I’ve improved and I’ve failed at things.
All those things have made me better outside of work, not just inside. So I can’t wait to see who I am in the next couple of years and I can’t wait to see if I’ve climbed up any more rungs on the ladder.
