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.
I am pleased to say that with a lot of planning and very hard work by our loyal Telnet team we pulled it off. Programmes like this that test you and the learnings provide a platform for innovation and further growth.