If knowledge is power, have you harnessed yours?

There’s nothing worse than being asked a question you don’t know the answer to, and at Telnet we get asked thousands of questions each day. Our agents often work on several campaigns at once, so the overload of questions may seem a little daunting. That’s why, instead of spending large amounts of time training for […]

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SMS is Dead, Long Live SMS!

SMS, text messaging, we all thought it was dead right?  Not quite. We might use apps and other messaging channels when chatting to our friends, but in the contact centre, SMS is still an essential communication tool for the simple fact that it is so ubiquitous. Anyone with a mobile phone has SMS and in […]

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Key ingredients keeping our lights on and phones ringing.

When a customer of one of Telnet’s clients picks up their phone or logs into their smartphone, tablet or PC to interact with one of the contact centre team, it is simply expected that every phone call, email or message will go through any time, night or day. Given the complexity of modern communications and […]

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Making a case for the living wage

After 23 years in the customer service industry, we understand that working the phones in a call centre can be difficult.  Despite this, the job still has a reputation for being typically low wage.  However, as you’ll see from reading the two articles below published by the NZ Herald and Stuff, at Telnet, we’ve set […]

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Maintaining our spot as No. 1 provider to the Utilities Industry

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 […]

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How ContactSuite CRM can help you build sales conversion rates

During the 23 years since Telnet began outbound sales calling, if there’s one thing we’ve realised, it’s that for sales teams to be able to perform to their utmost, they must be able to use tools that make their difficult jobs as easy as possible. Even if your sales people are the best sellers around, […]

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What are your customer service challenges?

Telnet began providing outsourced contact centre services in 1995 and in the 24 years since then, we’ve provided exceptional, award-winning customer service on behalf of many well-known national and multi-national companies.  We put our success down to focussing on four key things; ensuring our team has the tools at their fingertips to quickly and accurately […]

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A Day in the Life of a Homeworker

Working from home, it’s not for everyone, but more and more companies are giving their staff the opportunity to work in their own space. Is it a good idea? To begin with I didn’t think so. There are so many distractions at home, and how do you manage or work with a team that you […]

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A New Approach to Learning

Working on the phones is hard. Not only do our agents need to consistently provide excellent customer service, but they also need to stay on top of new technologies and the new processes that come with them. We want to introduce anything and everything new that will enable us to provide our clients with better […]

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Update the way you feel about change

In today’s ever-changing business world it is not those who are the strongest nor the smartest that survive, but those who are most adaptable to change. It has been said many times before that we are always looking for new ways to reach out to clients and customers, but at Telnet it’s not just the […]

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