Z Energy

Bringing the contact centre home

Z Energy are serious about their promise "Z is for New Zealand" so when they purchased the downstream assets of Shell New Zealand in 2010 and later rebranded to Z Energy, one of their very first moves was to bring the contact centre home from the Philippines. Z Energy selected Telnet for this important role because of our close alignment with the Z Energy philosophy of being "Kiwi-As" and our well-proven ability to provide exceptional customer service.

A strategic partnership that kept growing

Since those early days, Telnet has remained a close strategic partner for Z Energy. Within 4 months, the contact centre was moved halfway round the world and transformed into a personalised customer engagement hub fuelled by agents who embodied what would later be called the "Z Factor" of being courageous, down to earth, fun loving and refreshing. We quickly expanded to take on Z Energy's Master Data Maintenance function, social media management and managing their thousands of Z Card accounts. In 2016 we were also appointed to manage the contact centre for Minitankers, a wholly-owned subsidiary of Z Energy providing fuel delivery services.

Training cut from 5 weeks to 3 days

While Z's contact centre was based in Manila, staff training took up to 5 weeks. Using our own training materials, and the same Telnet built technology Z Energy have adopted into their in-house operations, we were able to shave training time down to just three days. Additionally, we reduced staffing numbers and costs by more than 50%, all while increasing first call resolution rates and customer satisfaction levels.

"Bringing our call centre back to New Zealand and contracting Telnet has saved us time, money, and significantly improved customer experience."

Trusted again for the Caltex migration

When Z Energy purchased Caltex New Zealand in 2016, they once again trusted Telnet to handle the complex migration of the Caltex contact centre from the Philippines to Telnet's centre in New Zealand. Working under strict secrecy because of the sensitivities around the acquisition of a competitor, Telnet worked closely with Caltex and Z Energy to re-engineer contact centre processes and conduct a data migration that needed to happen overnight on the cutover day. Now, with the Caltex contact centre integrated with the Z Energy centre, we're working on developing shared processes that will further reduce costs while maintaining differentiation between the two brands.