Customer Service

  • 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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  • Meet Z’s customer service team

    Check out this ‘Z Link’ article on Z’s customer services team at Telnet as well as a look back at our 5 year partnership… Click here to read the article

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  • Social Media In The Contact Centre

    By David Stott Telnet has been in the business of phone/fax/text mail and email for many years. But today, almost every company fosters a Social Media presence too, and Telnet has tools and resources to help our clients. We were recently tasked with monitoring and responding to Facebook and Twitter posts for one of our […]

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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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  • Telnet and Vector Team Up To Reward Outstanding Customer Service

    At Telnet, one of our core values is that “We Care”, and in conjunction with Vector, we have started a reward and recognition program for agents on the Vector Call Centre Team. Last week, two of these agents were rewarded for providing outstanding customer service – Gerald Keenan (Gerry)  and Moana Maka.  A customer who […]

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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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  • From Ireland to New Zealand – Interview Roy O’Hara

    1. What brought you to NZ? A big plane! When I was twenty-three I moved to and lived in Canada for a while. I went back to Ireland for a job, but always said that I would go travelling again before I settled down. I knew that if I had to travel I would have […]

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  • BUSY BEAVERS MEAN TOP YEAR FOR TELNET

    If you’ve been hearing the sound of sleigh bells in the call centre lately, it’s not Santa. It’s another sale and another reason to celebrate what has been a great year for Telnet. Divisional manager Kim Marie has been managing the outbound teams this year and says it has been ‘full-on’ for her. She says […]

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  • Top Five Tips to Great Customer Service

    As Customer Service Professionals we are all aware that giving great customer service is the most important part of our role. Customers will remember great customer service, long after the call, but unfortunately, if they receive poor customer service, it will be remembered just as long. As Christmas looms ever closer here at Telnet, we […]

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