Customer Satisfaction

  • Effort Over Talent

    We’ve all seen those glorified talent shows on TV, the ones who pit performers against one another for weeks on end before ultimately deciding to give the prize to the naturally gifted little girl with the angel voice. With the amount of praise society lumps on the naturally talented you might start to think a […]

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  • Sister Companies – Not Twins

    Do you ever go clothes shopping and the person in the store will just not leave you alone?  They want to show you every item in the store, help you try things on and pretend to be interested in your whole life story.  Then in the very next store the person behind the counter might […]

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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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  • 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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