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  • Telnet to exhibit at NZ Downstream 2016

    Telnet is again delighted to be an exhibitor sponsor at the NZ Downstream strategic forum (www.nzdownstream.co.nz) at SkyCity Convention Centre on the 2nd and 3rd March. We look forward to meeting with fellow conference attendees and welcome you to visit us at our booth situated next to the EECA lounge.

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  • 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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  • 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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  • The ContactSuite Story – Contact centre CRM from the ground up

    You may have noticed on our website that Telnet has now made our in-house CRM solution, ContactSuite available as a standalone product (ie you can use the product without needing to first be a contact centre or Octopus client).  I thought it would be a good time to blog a little about what ContactSuite actually […]

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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 Art of Business Continuity – 5 Learnings

    Many of our long time customers will know that Telnet puts quite a bit of effort into business continuity, and disaster planning – often going much further then companies the size of Telnet will normally go, and expecting more from our suppliers than they are used to providing. For Telnet, it’s a simple equation – […]

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