Contact centre operator Telnet Services is pleased to announce it has signed a contract to provide contact centre services to beauty giant L’Oreal Australia.
L’Oreal is the fourth client Telnet has secured in Australia and will add to an already diverse mix of Australian clients in the media and telecommunications industries including mobile phone operator Sony Mobile and online video streaming service Quickflix.
Telnet managing director John Chetwynd says Telnet is now providing customer support services that in the past would have only been carried out by specialist in-house trained staff, not by an outsourced contact centre operator. “The complexity and diversity of the work we are winning is a fantastic reflection on our team’s technical capabilities.”
Telnet’s work from Australia has doubled this year to roughly 20 percent of its total business. “We are steadfastly gaining strong support across the Tasman and continue to grow in an industry previously dominated by Asian operators. A few years ago Australian companies wouldn’t even consider outsourcing work to New Zealand. Now it is normal for Australians to hear Kiwis on the other end of the line.”
The rising exchange rate, convenient time zone and lower labour costs continue to advantage New Zealand contact centres when it comes to doing business in Australia. “The exchange rate differential means we can do the same job in New Zealand for 35 per cent less cost. This presents a great opportunity to grow our business in Australia.”
Chetwynd says as well as the cost advantages, New Zealand is viewed as an attractive opportunity for Australian companies for its rapid adoption of innovation. “We are at the cutting edge of the contact centre industry. Australian companies see us as being able to quickly adapt to the needs of our clients. We are also easy to do business with because our cultures are aligned.”
L’Oreal says it made sense to base its contact centre operations in New Zealand. “Business is in a time of metamorphosis which requires fresh thinking and smart solutions. L’Oreal is always seeking opportunities to improve the way we interact with our consumers and clients. Our contact centre can be the first line of contact for some of our consumers, so it’s crucial to get this right.”