Call Centres

  • 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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  • Highlights from Shared Services and Outsourcing Week

    By Eddie Stapleton We recently returned from Melbourne where we attended Shared Services and Outsourcing Week (SSOW), a 3-day event hosted by the Shared Services and Outsourcing Network that brings together professionals from Global Business Services, Finance, Human Resources, Procurement, Customer Service and IT. Telnet was there showcase Telnet’s “Near Shoring” contact Centre Outsourcing &ContactSuite solutions and to […]

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  • The Added Value Gained From The Use Of NPS In A Contact Center

    By David Stott NPS or Net Promoter Score is a simple equation based on a single question asked to callers along the lines of “How willing would you be to recommend this company to others?” – with a simple score between 0 and 10 – with zero being “not at all willing” and 10 being […]

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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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  • 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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  • The Art of Selling

    We at Telnet have always seen the power of good old fashion selling. As a specialist telesales provider we see the phenomenal results that can be achieved when a good sales plan comes together! This article from the Economist puts it rather well. Click

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  • Web channels outperform phone channels

    There is growing evidence that the web is becoming a critical part of the mix in delivering a superior customer experience. Recent research by Avaya and callcentres.net has not only highlighted the growth in web self-service, but has also identified quick query resolution as the most important attribute for delivering the “ideal customer service experience” […]

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