Bridget Sonntag

  • 40 Stats Shaping the Future of Contact Centres

    I came across some interesting research that highlights the important role contact centres play in retaining customers.  Click here. The article brings home the ongoing importance of focusing on customer satisfaction. At Telnet we call this “The Care Factor” and we measure it with real-time NPS scores obtained via our IVR at the end of each call. […]

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  • New Zealand Calling

    It is good to see growing interest by Australian businesses in New Zealand as a location for their contact centres. View this story by Australian ABC News Video John Chetwynd

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  • Census Helpline: Managing peak call volumes

    When you accept the contract to manage the help line for a country’s Census you do so with a certain amount of trepidation. The experience is pretty unique. Typically a successful contact centre evolves over time through continuous process improvement both in terms of resourcing to meet expected volumes and delivering a quality experience. With a project […]

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  • Are you over complicating your customer service

    I was reading this article by Schumpeter in last week’s Economist  (click here)  and I realised how closely it aligns with our thinking at Telnet. We are finding that the more we focus on the basics of customer service the better our customer satisfaction scores become. We agree with Schumpeter when he infers that you need to […]

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  • 5 ways to get the right people for your contact centre

    Our people are the most important part of Telnet – our technology is leading edge but it’s our team that really makes the difference. For this reason I take an active part in the employment of everyone in the company. These are my guidelines:  I make sure our recruiters know their brief really well – I […]

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  • NPS in an Outsource Environment – Friend or Foe?

    One of Telnet’s core principals is that “we care”, and in the current economic climate, proving that we care can define us as a company. The question then becomes how can we define a principal and use this within the call centre to enhance our performance? Late last year we introduced Net Promoter Score (NPS) […]

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  • The partnership story between Z Energy and Telnet

    In 2010, following the purchase of the downstream assets of Shell New Zealand, Z Energy needed a local contact centre partner that would demonstrate the company’s commitment to provide a strong consistent brand that resonates with New Zealanders. They chose Telnet, and have not only improved the experience for their customers, but are saving both […]

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  • Net Promoter Score (NPS) drives quality improvements

    Telnet is working with some of our key clients to make use of the large number of calls we receive from their customers to assess in real-time the Net Promoter Score (NPS). The NPS is calculated by asking customers “how willing would they be to recommend the client to others?” This initiative is already seeing […]

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  • A great year at Telnet

    Well we are almost at the end of another year. It’s been a very eventful year in New Zealand. We have had it all, from earthquakes to oil spills, global financial strife, and the highlight of the World Cup win. And of course, we top it off with an election. pheeeww !! Amongst all this […]

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  • Winning back Contact Centre business from Manila

    I am pleased to report that Telnet has now successfully migrated the contact centres for two significant businesses from Manila to New Zealand; the most recent being a fast growing Australian based business in the telecommunications space. In both cases the businesses were experiencing disenchantment with the service experience they were receiving from their Manila […]

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