The NZ Herald today (Saturday 25 April) points out the hitherto unseen risks of outsourcing call centres in the Philippines and India. Poor technology and a weak national telecommunications infrastructure have left contact centres in these countries struggling under the Covid-19 lockdown. In sharp contrast to this, my company Telnet – New Zealand’s largest locally […]
What is Telnet’s Utilities Fault Management System? Telnet’s Utilities Fault Management system (UFM) is our in house developed and purpose built solution for handling faults and other service requests across New Zealand’s utilities industry. For a small country, New Zealand has a large number of gas & electricity networks, metering companies and field service providers […]
We might be leaving the flu season behind but there is something that can be even more contagious and destructive that can’t be prevented by a shot in the arm – a bad mood. We’ve all had those days, the traffic is heavy, you’re super late and you’ve missed your morning coffee. You’re grumpy and […]
When a caller comes through it goes without saying that they can’t see our face, they can’t read our expressions and they can’t monitor our body language. They have only our tone to go off, our inflection and perhaps most importantly, the words of our carefully crafted scripts. Our agents might know those scripts off […]
Patience, not all callers have it. They want everything and they want you to give it to them right now or else your NPS score will be terrible. The customer’s time is precious, we know this, but ours is too right? We have average call times to worry about, people waiting in queue and surveys […]
When a customer calls us it’s because they need something. They want to reset a password, pay an account or just ask a question. So in this case the old adage “the customer is always right” doesn’t quite fit. If they really were always right and knew everything they could do these things themselves without […]
