Welcome to Telnet
We are an innovative, outsourced contact centre business operating in the heart of Auckland’s vibrant CBD, within the NorthWest complex in Westgate, West Auckland and also nationwide via our large Home Worker network. Our team are passionate about the contact centre business.
Since we started Telnet in 1995 we have grown the business largely on the recommendation of our existing clients, most of whom are household names. We have always worked on the premise that by wowing our clients they will sell our business for us. This approach has enabled Telnet to grow to become the largest privately owned outsource contact centre in New Zealand.
We operate at the cutting edge of multimedia contact centre technologies using voice, IVR, internet, email, SMS and webchat and we continue to develop market leading innovations in this sector.
We know you can’t always predict when your calls will come or which will be your busiest day of the year. But what we can provide, with certainty, is a dependable voice at the end of the line for your customer and help when it is needed. We make it our business to be flexible for you, our client.
High calibre agents
You don’t need to worry about whether our agents are going to be able to adequately represent your business. We recruit only the best agents with the high calibre communication skills needed to resolve customer queries or just to provide excellent service to your customers.
Our highly developed training programme is key to our agents being able to identify and target customer needs swiftly. We know that it is people that really make the difference between a business just going through the motions and one that is ultimately successful. By choosing Telnet, we’ll make sure you can always count on your customer service.
Our agents work in a fun, competitive environment in an upmarket office in the heart of Auckland’s CBD. We pick only the best agents and utilise online learning and comprehension tests to give them the tools they need to keep on top of their game. We invest heavily in our people to progress their careers. Just ask our management. Many of our most senior managers were agents themselves and know the business as well as anyone.
Advancing the contact centre with technology
Our other silver bullet – advanced state of the art technology – enables our agents to get the job done quickly with excellent operational procedures.
Our cloud-based software is so advanced that it easily integrates with our clients’ IT systems and outpaces our industry peers. We constantly reinvest in innovative new technologies – often in response to unique customer requirements. Our IT team never stops innovating. It’s what has made us so attractive to our overseas clients. We are always proud to offer these latest new technologies to all our valued clients.
We want to add value to your business by:
- Growing it – by telling your story to new customers
- Nuturing it – by connecting and building trust with your existing customers
- Caring about it – we care about your business as if it was our own
What more could you ask for in your contact centre partner?
Telnet operates from a combination of our two large Auckland contact centres as well as our nationwide Home Worker network. From these locations we are able to service customers from New Zealand, Australia and numerous other countries from all around the globe.
Queen Street Contact Centre, Auckland CBD
For over 20 years, Telnet has operated its main contact centre in the heart of Auckland’s vibrant CBD. Our large Queen Street centre is ideally positioned to take advantage of a large and qualified talent pool which includes having two universities (notably the University of Auckland and the Auckland University of Technology) within a one kilometre radius.
Key to our Queen Street centre is employee accessibility, we are located within a five minute walk to the Britomart Transport Centre (a public transport hub which combines a bus interchange with a railway station) and the Auckland Ferry Terminal. Other key benefits include easy access to all major motorway interchanges, arterial routes and excellent accommodation, entertainment and dining options.
NorthWest Contact Centre, Fred Taylor Drive, Westgate, Auckland
Telnet’s new NorthWest contact centre was officially opened in January 2016. It is located within the NorthWest Shopping Centre nestled amongst the new Westgate Town Centre development.
This location was carefully selected by Telnet due to a number of key factors which include having approximately 475,000 people living within a 15-minute drive of the centre and its ease of accessibility from being located next to the North-Western and Upper Harbour motorways and other major arterial and public transport routes.
Home Worker Network
Telnet has successfully been utilising its Home Worker model since 2013 and now has over 60 agents who work and live in cities and towns across New Zealand. Telnet’s Home Worker operation provide us with a huge resource pool to recruit from and allows Telnet to make a positive impact on the lives of people who live in areas within New Zealand where less job opportunities are available and also to people who may not be physically able to travel to work.
We add value for our customers
We will add value to your organisation, by giving you the extra tools and resources you need to serve your customers better and increase their lifetime value.
We are easy to deal with
This drives the way we respond to our client’s needs. We make it easy for our clients to deal with us, and easy for your customers to deal with you.
Our Frontline is Your Frontline
To deliver such a consistently high value service, we put a lot of effort in making it as simple as possible for the Frontline to get it right, every time.
That’s the mantra we live by.
- We care about your business as if it were our own.
- We care about providing exceptional service.
- We care about being the best.
Message from John Chetwynd, Founder and CEO
In the 20+ years since I founded Telnet we have built a blue chip loyal client base comprising mainly national, multinational and Government organisations. In many cases these clients have been won in competitive tenders competing against substantial multinational outsource providers many times larger than Telnet.
Telnet has been able to grow substantially over the years because the clients that join us stay with Telnet due to our unique ability to improve customer satisfaction and add value. Our clients gain confidence in our ability to deliver what we say because of our transparent billing, real-time reporting model and real-time measurement of customer satisfaction via globally recognised NPS (Net Promoter Score℠).
Upon winning any new client business, Telnet proceeds by gaining a detailed understanding of their various customer interactions. This will cover both the preferred interaction channels from the clients’ perspective and their customers, and the information necessary to satisfy those customer enquiries at the first point of contact. Telnet then applies that understanding to tailor our purpose built technology platform to deliver an optimal solution to your customers. We make it easy for your customers to interact and easy for our customer service agents to satisfy customer queries.
The results are improved customer satisfaction and a much more efficient service delivery model. This is evidenced by the number of examples of Telnet reducing FTE counts whilst improving customer satisfaction for clients within six months of them moving to Telnet. As Telnet’s knowledge of our clients’ business grows we continue to look for improvements.
Telnet is blessed with the fact that our clients, most of whom are household names, become advocates for our company.
Founder & CEO
Telnet offers one of the most comprehensive ranges of outsourced contact centre services in New Zealand with our core range of services including:
- After Hours Helpdesk
- Appointment Bookings
- Automated Credit Card Payment Processing
- Back Office Services
- Billing and Account Queries
- Business Process Outsourcing (BPO)
- Call Automation using Interactive Voice Response (IVR)
- Customer Care and Service
- Database Maintenance
- Dispatch Management
- Fault Messenger Services (Call interception and automation)
- Fault and Emergency Call Management Services
- High Volume Mass Media contact handling
- Home Workers (Work at home agents)
- Inbound and Outbound Sales
- Lead Generation
- Licensing of our core CRM Management application (‘ContactSuite’)
- Mapping solutions
- Market Research and Surveys
- Master Data Maintenance
- Mobile, SMS, Webchat and Email Solutions
- Net Promoter Score℠ surveys
- Outage Management and Communications
- Processing Orders and Connection Services
- Provision of our pay-per-use “Contact Centre as a Service” telephony Platform (‘Octopus’)
- Reception Services
- Short Message Service (SMS) Automation
- Social Media Management
- Technical Support
- Telephone Account Management (TAM)