Mike Feeney is the principal of Call Centre Magic Ltd and has split his working life between Australia and New Zealand.
He has worked in a number of industries, including Finance, Direct Marketing, Data and Mail Processing, Database design and sales and Telecommunications and Call Centres.
His appointment as the Manager of Sydney branch of HFC Finance in the mid-80s (the pilot branch out of 120 branches nationally at the time for the conversion from manual to computerised operations) and subsequent role as Computer Training Manager (NSW) gave him a early introduction to the glories and benefits of computerisation and its productivity benefits.
A position as Business Development Manager (Qld) for the then Datamail saw him secure five of the six major mailers in that state over just 2 1/2 years, resulting in the mechanisation and computerisation of their previously manual-based mailing operation. This process was repeated in Auckland where Mike, initially as Business Development Manager and subsequently as General Manager, Marketing and IT at Western Mailing, built the data processing and laser printing side of the business from scratch, personally writing the necessary postcode allocation, de-duplication, upper and lower casing and laser prep programmes required to drive the business. In 1993, he also personally wrote JobTrac, moving the company from manual job bags to a fully integrated client and job tracking and production scheduling system now in use by over 15 Australasian mailing houses.
Mike was at this time voted Chairman of the Auckland branch of the New Zealand Direct Marketing Association by his peers, a position he held for three years.
After a move back to Australia in '97, Mike secured a position with a Brisbane-based call centre automation company that was just starting to commercialise its own home-grown suite of call centre automation products, build around its predictive dialler offering. Out of three State representatives, Mike was the stand-out, responsible for sales into over 50 sites over this time. For personal reasons Mike moved back to New Zealand at the start of 2005 where he took over responsibility not only for that market but also the Eastern states of Australia.
Due to a changing competitive environment, in January, 2006 Mike independently researched the market, identified OPC Marketing's Spitfire Predictive Dialler as the most cost-effective, fully featured and simple to operate dialler on the market and flew to Dallas to secure the Australasian rights to the product. Call Centre Magic now has sites in Brisbane, the Gold Coast, Newcastle, Gosford, Adelaide, Auckland and Christchurch, with each new installation confirming his initial view that the Spitfire was an absolute winner...