As New Zealand moves toward COVID-19 Alert Level 4 lockdown, Telnet is focused on one thing above all else: ensuring business continuity for our clients and their customers during what will be a challenging period.
We want to share what we’re doing — both because transparency is important to our clients and because we believe the steps we’re taking may be useful for other organisations thinking through their own preparations.
Our Remote Work Capability
Telnet has been building remote work capability for several years as part of our business continuity planning. We’re now activating this at scale across our entire workforce.
Our cloud-based ContactSuite CRM and Amazon Connect telephony platform are designed to work from anywhere with an internet connection. We’ve been testing remote agent capabilities for two years — now we’re deploying them for real.
What Our Clients Can Expect
During the lockdown period, Telnet will maintain service levels for all current clients. Our agents will be working from home across New Zealand, with full access to client systems and full supervisory oversight.
We will be in daily contact with our key client contacts to ensure any emerging issues are addressed quickly. We’re also standing ready to assist clients who are experiencing unexpected contact volume increases due to COVID-19 related customer enquiries.
For New Clients
Several organisations have contacted us in the past week about emergency contact centre support. If your own contact centre is at risk of being unable to operate during lockdown, please get in touch. We can onboard new clients quickly and have the capacity to support additional volume.
This is not the time for business as usual. It’s a time for New Zealand organisations to support each other. We’re ready to help.
