Blog

  • A New Approach to Learning

    Working on the phones is hard. Not only do our agents need to consistently provide excellent customer service, but they also need to stay on top of new technologies and the new processes that come with them. We want to introduce anything and everything new that will enable us to provide our clients with better […]

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  • Update the way you feel about change

    In today’s ever-changing business world it is not those who are the strongest nor the smartest that survive, but those who are most adaptable to change. It has been said many times before that we are always looking for new ways to reach out to clients and customers, but at Telnet it’s not just the […]

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  • Homeworkers

    While some of the largest US companies have made moves to ban remote work, Telnet’s legion of homeworkers is getting stronger and stronger. How well can a team really work together if they aren’t actually together? Was the main concern for these companies and ultimately it lead them to favour a more traditional working style. […]

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  • Effort Over Talent

    We’ve all seen those glorified talent shows on TV, the ones who pit performers against one another for weeks on end before ultimately deciding to give the prize to the naturally gifted little girl with the angel voice. With the amount of praise society lumps on the naturally talented you might start to think a […]

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  • Disaster Recovery – Expecting the Unexpected

    Shortly after our most recent DR exercise, I took a trip to the US and UK, narrowly avoiding (in both time and location) a devastating hurricane in Texas, a failed terrorist attack in London, and wildfires in California. It’s being close to this sort of thing that brings home to you how important it is […]

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  • 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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