Contact Centre & Call Centre Outsourcing since 1989
Outsourced contact centre for New Zealand and Australia
Your Voice. Your Edge.
Onshore agents, our own contact centre platform and AI already running on live calls - handling customer service, fault lines and after-hours calls for energy, utility, EV charging, government and not-for-profit organisations.
35+
Years Experience
#1
Utilities Contact Centre
100%
Onshore - no offshoring
Trusted by leading brands in New Zealand and Australia
About Telnet
A contact centre partner with 35+ years behind it
Telnet is a New Zealand-owned outsourced contact centre founded in 1989. We run customer service, fault lines and emergency calls for energy and utility companies, EV charging networks, fuel retailers, government agencies and not-for-profits across New Zealand and Australia. Clients include Vector, Z Energy, Genesis Energy, ChargeNet and SPCA.
Our agents are onshore in New Zealand and Australia, working on ContactSuite, the contact centre platform we built ourselves - and our AI voice assistant, Tulip, already answers live calls in production. Whether you need an Australian call centre or an after-hours answering service, you get the same team and the same platform.
Our Story35+
Years of Experience
Founded in 1989
#1
Utilities Contact Centre
Energy & utilities sector leader
100%
Onshore
Agents in NZ & Australia - no offshoring
24/7
Availability
Always there when it matters
Why Outsource
Focus on your business. We'll handle your customers.
Decades of experience looking after our clients' customers, while enhancing brand reputation and reducing costs.
Reduce Costs
Our blended resourcing model means you only pay per interaction - zero idle time, zero wasted spend.
Scale Instantly
Flex up or down on demand. From 35 agents in 24 hours to AI handling 33% of volume during a cyclone.
Protect Your Brand
Expert agents who represent your brand as if they were your own - with deep product knowledge and a commitment to your values.
Drive Innovation
Access AI, real-time analytics and ContactSuite CRM without the capital investment or in-house expertise required.
Inbound call centre services ›
Customer service by phone, email, chat and social.
Outbound call centre ›
Campaigns, follow-ups and customer outreach.
After-hours answering service ›
Overnight, weekend and overflow call answering.
Emergency & surge call handling ›
Storms, outages and spikes, without the queue.
Call centre outsourcing in Australia ›
Onshore Australian agents on our platform.
Utility & energy call centre ›
Fault lines and customer service for energy companies.
AI at Telnet
AI that's already
AI that's already
doing the work.
Most contact centres are still trialling AI. Ours runs in production across tens of thousands of live conversations a month - answering the routine calls the moment they arrive, doing the admin that surrounds them, and reading every single conversation so nothing important stays buried in a call nobody had time to listen to.
Our agents stay where they matter most: the conversations that need judgement, care and a human voice.
Explore AI at Telnet33%
Calls handled by AI during Cyclone Tam
= 6
Full-time agents deployed in an instant
100%
Of calls and emails analysed, not sampled
0s
Hold time for customers in crisis
Tulip
Answers your customers
An AI voice assistant that takes the high-volume routine calls instantly, around the clock - and hands over to a person the moment it should.
Explore Tulip →Iris
Supports your agents
The administrative work around a contact, done automatically - requests logged into the right system, and call conclusions written up the way an agent would.
Explore Iris →Fern
Reads every conversation
Every call and email analysed, themed and made searchable - so emerging issues surface in days, backed by the conversations that prove it.
Explore Fern →
Client Testimonials
What our clients say
"Innovation is where Telnet continues to add value for us."
Vector Limited
"What makes them stand out is their reporting capability and understanding of large volumes of data."
Genesis Energy
"Bringing our call centre back to New Zealand has significantly improved the experience for our customers."
Z Energy
"Since we brought Telnet on board they have become an invaluable and completely integrated part of our team."
Sony Mobile
Insights
Latest from Telnet
FAQ
Outsourced contact centre FAQs
What does an outsourced contact centre do?
An outsourced contact centre answers your customers’ calls, emails and chats on your behalf, using agents trained on your products, systems and tone. Telnet handles customer service, fault and outage lines, after-hours calls and outbound campaigns, so you get round-the-clock coverage without building and staffing a contact centre yourself.
Is Telnet's contact centre onshore?
Can Telnet's agents work for Australian companies?
Yes. Telnet hires Australian-based agents who work remotely on ContactSuite, our contact centre platform, alongside our New Zealand team. Australian clients can choose NZ-delivered, Australian-onshore or blended teams. See call centre outsourcing in Australia.
What industries does Telnet specialise in?
Telnet specialises in energy and utilities, fuel and EV charging, government and not-for-profit organisations. We are the leading contact centre provider to New Zealand’s energy and utilities sector and have worked with Vector since 1999.
How does Telnet handle storm and outage call surges?
Telnet absorbs surges with a shared pool of trained agents and Tulip, our AI voice assistant, which answers routine outage calls instantly at any volume. During Cyclone Tam, Tulip handled 33% of inbound calls with zero hold time, freeing agents for the callers who needed a person. More on surge and emergency call handling.
How much does it cost to outsource a call centre?
It depends on your call volumes, hours and channels. Telnet’s blended resourcing model means you pay per customer interaction rather than per seat, so you don’t pay for idle agent time. Contact us for a quote based on your volumes.