Gaby van de Mortel has been the beating heart of the AgriDirect call center for 25 years. She manages a team of more than 40 employees, spread across various functions, and works closely with two team leaders. As the person with ultimate responsibility, she ensures that the contact center runs smoothly, that results are achieved and that the team is ready for the future.
Her role is comprehensive. Gaby plays an important bridging role between clients and her team. She maintains all contacts before, during and after the execution of each call project. Thanks to her extensive experience, she knows exactly what information is needed to make a campaign run smoothly.
Together with the client, she discusses all the details beforehand: planning, target group, call scripts, desired pace, samples and objectives. During the campaign, she remains actively involved. She keeps a close eye on whether everything goes according to plan. Are the set goals being achieved? If not, Gaby intervenes. She makes adjustments where necessary, always in consultation with the client.
But it doesn’t stop there. Behind the scenes, Gaby is also busy improving processes. She investigates which parts could be more efficient. Think of optimization of software, technical systems or internal communication. All with one goal: to make and keep the call centre future-proof.
She also deals with personnel planning, staffing and coaching. Gaby has an eye for the people in her team as well as external challenges. Think of shrinkage in the agricultural sector, changing laws and regulations (such as the AVG), and a decreasing willingness to cooperate in telephone surveys.
Yet Gaby sees opportunities above all. She thinks ahead, keeps an overview and continues to build a flexible, professional and decisive call centre.
