Vector

New Zealand's largest energy distributor

Vector is the largest electricity and gas distributor in New Zealand with a vision to create a new energy future. Striving to challenge and reinvent the way communities and businesses are powered and connected so they can grow and thrive, Vector is both outward and forward looking.

Built for emergencies, ready at all times

Since 1999 Telnet has provided call centre services to Vector and in an industry that requires constant attention and fast action, every call has the potential to be an emergency and in times of large-scale power outages call volumes can massively increase. That's why Telnet developed a call avalanche interception system that automatically presents outage announcements to callers for their area. This significantly reduces the number of calls that need to be handled by human agents.

A smarter approach to staffing

The biggest expense for many contact centres is labour and for most, it simply isn't feasible to have extra staff waiting around in case of emergency. But we believe labour is only expensive if agents aren't busy. As well as employing a strong league of homeworkers ready to leap into action at only a moment's notice, Telnet developed a shared resources model so that instead of being dedicated to one client, our agents can service customer interactions for several clients at once, dramatically reducing idle time and allowing teams to scale seamlessly to cover fluctuating demands.

"Innovation is where Telnet continues to add value for us."

25 years of continuous innovation

With our steady partnership of over 25 years, Telnet works closely with Vector to continuously innovate and improve the way their customers are served.