At Telnet we add Value to our customers. We will work with you to design and implement the smartest and best value solution for your business, no matter what your needs are. We offer some real points of difference over our competitors, including the following:
Value based pricing
We offer both a shared or dedicated resource contact centre model. Our shared resource model means our cross-trained agents can take calls and answer emails for several Telnet clients rather than being dedicated to just one. This means that agent idle time is reduced and allows us to pass the resulting cost savings onto our clients. It also allows us to scale seamlessly to meet fluctuating demand without needing to carry extra headcount. Many of our largest clients use this solution successfully. We’ve proven many times over that we can deliver this solution without compromising customer experience. Alternatively, if your business requires dedicated staff we can also offer this type of staffing model with the flexibility to scale up or down quickly in response to your varied business demands.
Our agents are trained largely online. This means they can learn at their own pace, refresh their training at any time, and allows us to constantly monitor their progress. This approach combined with our sophisticated knowledge base application means that our training costs are significantly lower than traditional classroom based training offered by some of our competitors.
Our flexible staffing and pricing models mean we have the ability to upsize or downsize your project very quickly. This way you only pay for what you need, when you need it.
Real time reporting
Our clients have 24/7 access to real-time reporting. We make sure you have all the information that you require to make the decisions you need to enhance your business.
We enable our clients to measure their customer feedback in real-time through the use of NPS (Net Promoter Score – http://www.netpromoter.com). NPS is a globally recognised, cost effective means of tracking customer satisfaction in real time and trends over longer periods. NPS has become a key tool for Telnet’s agents and quality assurance team as well as for our clients.
In-house tech team
Telnet has an in-house technology team that can custom design contact centre solutions to suit your business. We can even help you set up your own in-house contact centre.