Blog

  • Customer service is a feeling not an action

    When a caller comes through it goes without saying that they can’t see our face, they can’t read our expressions and they can’t monitor our body language. They have only our tone to go off, our inflection and perhaps most importantly, the words of our carefully crafted scripts. Our agents might know those scripts off […]

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  • Are you killing your own industry?

    Who remembers video stores? How about going to Sounds to buy a CD? When you think about it, these times weren’t really very long ago, but when you take a look at VHS’s or CD’s along the technology timeline, it may as well have been in another century. Some people say contact centres are going […]

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  • Quality Assurance, here to help, not hinder.

    Have you ever called a call centre only to be greeted by a recording informing you that your call will be recorded for training purposes? The first time I heard this I was taken aback. My first thought was that the recording would be played in some kind of classroom set up as an example […]

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  • How to say no while still saying yes

    When  a customer calls us it’s because they need something. They want to reset a password, pay an account or just ask a question. So in this case the old adage “the customer is always right”  doesn’t quite fit. If they really were always right and knew everything they could do these things themselves without […]

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  • Patience – An agent’s responsibility

    Patience, not all callers have it. They want everything and they want you to give it to them right now or else your NPS score will be terrible.  The customer’s time is precious, we know this, but ours is too right? We have average call times to worry about, people waiting in queue and surveys […]

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  • Is a robot after your Job?

    How many people saw that video online about the robot that could hold a conversation with a human? She looked like a woman, had mannerisms, thought about her answers and even blinked. The video went viral and was even on 20/20 but obviously not enough people were paying attention to realise we need to destroy […]

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  • Sister Companies – Not Twins

    Do you ever go clothes shopping and the person in the store will just not leave you alone?  They want to show you every item in the store, help you try things on and pretend to be interested in your whole life story.  Then in the very next store the person behind the counter might […]

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  • How scripting can go wrong

    Scripts are an easy and common way to remember everything and to ensure that the right process is being followed.   But what are the issues that arise when creating and using scripts?   They’re too long When a Sales person calls or when you call to complain about something, you can tell when something is […]

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  • What can ruin the Customer Experience?

    It doesn’t take much to ruin a great experience. Let’s look at a few things that can take a good experience and turn it into a bad one.   Saying you can’t help When you’re in a department store and so desperately need help, or when you’ve been on hold for what seems like a […]

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  • When we celebrated White Sunday

    Being in a country that is so culturally diverse, it goes without saying that our ‘Telnet family’ is a very blended one. Being aware that White Sunday is something so widely celebrated within New Zealand, we are also aware that there are so many people who have no idea what it is.   We thought […]

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