Call Centre Outsourcing for Australian Companies
Onshore contact centre services delivered by Australian-based agents, our New Zealand team, or a blend of both
An onshore contact centre partner for Australia
Telnet is an outsourced contact centre and call centre serving Australian companies with 100% onshore agents. We hire Australian-based agents who work remotely on our ContactSuite platform, and can combine them with our New Zealand team. With 35+ years' experience, we handle customer service, fault lines and after-hours calls - never offshored.
Australian organisations come to us for the same reason New Zealand's largest energy companies have for decades: agents who sound local, understand the product, and stay with the programme. We have moved contact centres for Z Energy and Caltex back onshore from the Philippines.
Whether you need a full outsourced customer service team, after-hours cover or overflow capacity for peak periods, we build the programme around your volumes and you pay only for the interactions we handle.
Onshore
Agents in Australia & NZ - no offshoring
Years of experience
Running contact centres since 1989
Utilities contact centre
Energy & utilities sector leader
Coverage
Business hours, after hours and surge
Three ways to outsource your contact centre
Every option runs on the same platform, the same training and the same reporting - you choose where your agents sit.
Australian-onshore
Australian-based agents, hired and trained by Telnet, working remotely on ContactSuite. Your customers speak to Australians, and your data stays onshore. Best for programmes where local knowledge and accent matter most.
New Zealand-delivered
Our experienced New Zealand team handles your calls and emails. Similar time zones, a shared culture and lower labour costs make it a cost-effective alternative to offshoring.
Blended trans-Tasman
Australian and New Zealand agents working as one team. Blending extends your hours, adds depth for overflow and surges, and keeps every call onshore - with one set of processes and one view of performance.
Outsourced customer service for Australian organisations
Inbound call centre
Customer service, billing, product and technical enquiries across phone, email, webchat and social.
Inbound call centre services ›Outbound call centre
Customer follow-up, retention, notifications and sales campaigns run by trained, onshore agents.
Outbound call centre services ›After-hours answering
Nights, weekends and public holidays covered by real agents, with overflow when your own team is busy.
After hours answering service ›Emergency & surge response
Extra capacity for storms, outages, recalls and campaigns - we stood up 35 agents in 24 hours for Lotto NZ.
Surge call centre capacity ›Utilities & energy
Fault lines, outage calls and customer service for networks and energy retailers.
Utility call centre Australia ›ContactSuite platform
Our own contact centre platform, guiding every agent and reporting every interaction.
Contact centre solutions ›Onshore, without the onshore price tag
We have brought contact centres home from overseas before - and seen what changes when customers reach someone who understands them.
Cost reduction for Z Energy after moving its contact centre from the Philippines to Telnet.
Z Energy agent training time, down from 5 weeks offshore.
Migration of the Caltex contact centre from Manila to onshore delivery.
Contact centre infrastructure hosted on AWS in Australia.
One platform for remote Australian and NZ agents
Our Australian agents work remotely on ContactSuite, our cloud contact centre platform. It guides each agent through your processes, records every interaction and gives you real-time reporting - the same platform our New Zealand team uses, so blended teams work as one.
Customer data is handled only by our onshore teams, with infrastructure hosted on AWS in Australia, and we work within the Australian Privacy Act 1988 and your own security requirements.
AI on live calls, with people behind it
Tulip, our AI voice assistant, already runs on live customer calls. During Cyclone Tam it handled 33% of all inbound calls with zero hold time, handing urgent calls to people automatically.
Australian clients get the same: AI for the routine, high-volume calls and onshore agents for everything that needs judgement and care.
Outsourcing your call centre to Telnet: common questions
Is Telnet's contact centre onshore?
Yes. Telnet is 100% onshore - every agent is based in Australia or New Zealand, and we never offshore work to third countries. Australian programmes can be handled entirely by Australian-based agents, by our New Zealand team, or by a blend of both.
Can Telnet's agents work for Australian companies?
Yes. Telnet hires Australian-based agents who work remotely on our ContactSuite platform, so Australian customers can speak to Australians. You can also blend them with our New Zealand team to extend hours and add overflow capacity.
Is customer data kept in Australia or New Zealand?
Yes. Telnet’s contact centre infrastructure is hosted on AWS in Australia, and customer data is handled only by our onshore teams in Australia and New Zealand. We work within the Australian Privacy Act 1988 and each client’s own data-handling requirements.
How much does it cost to outsource a call centre in Australia?
It depends on call volume, opening hours, channels and how complex the enquiries are. Telnet uses a blended, pay-per-interaction model rather than charging for dedicated seats, so you pay for the work handled rather than idle time. Talk to us for a quote based on your volumes.
What is the difference between Australian-onshore, NZ-delivered and blended delivery?
Australian-onshore means your customers are served by Australian-based agents. NZ-delivered means our New Zealand team handles the work, in a near-identical time zone and culture, usually at lower cost. Blended combines the two, which suits 24/7 coverage, overflow and surge.
What industries does Telnet specialise in?
Telnet specialises in energy and utilities (fault lines and outage calls), fuel and EV charging, government and not-for-profit organisations, and consumer brands. We have run utility fault lines since 1999.
Can Telnet move our contact centre back onshore from overseas?
Yes. Telnet has moved contact centres for Z Energy and Caltex from the Philippines to onshore delivery, including an overnight migration for Caltex. For Z Energy, training time dropped from 5 weeks to 3 days and costs fell by more than 50%.
Talk to us about your Australian contact centre
Tell us your volumes, hours and channels and we'll recommend the right mix of Australian and New Zealand agents. Call +64 9 303 5303 or send us a message.
Get in Touch