Inbound Call Centre Services
Your customers answered by trained, onshore agents - across every channel, 24 hours a day
An inbound contact centre that works like part of your team
Telnet is an outsourced inbound call centre and contact centre for New Zealand and Australia. Our onshore agents answer your customers' calls, emails, webchats and messages under your brand, 24/7 - customer service, account queries, fault lines and complaints - backed by 35+ years' experience and our own ContactSuite platform.
We plug into your systems rather than asking you to change them, train agents to your products and processes, and report on every interaction so you can see exactly what your customers are calling about.
Talk to UsYears of experience
Founded in 1989
Always available
Nights, weekends, public holidays
Onshore
Agents in NZ and Australia, no offshoring
To train agents
Down from 5 weeks for Z Energy
The inbound contact we handle
Whatever your customers are calling about, they reach someone who knows your business - on the channel they chose.
Customer service
General enquiries, account and billing questions, moves and changes - resolved on the first contact wherever possible.
Fault and outage lines
24/7 fault reporting for energy and utility networks. Telnet has run Vector's fault line since 1999 - see our utility call centre services.
Product and technical support
Specialist teams, like the hair and beauty experts who ran L'Oréal's Consumer Affairs across Australia and New Zealand from 2013.
Fuel and EV charging support
Driver support, fuel card management and charger fault resolution - see EV charging customer support.
Complaints and escalations
Handled with care, logged properly and escalated into your business with the full context attached.
Every channel
Phone, email, SMS, webchat and social as one operation with one view of the customer - see our contact centre channels.
Customer service outsourcing without the usual trade-offs
Our blended resourcing model means you pay for the contact we handle, not for idle seats. Z Energy cut costs by more than 50% moving from offshore to Telnet.
35 trained agents on Lotto NZ's phones within 24 hours, handling 1,000 calls at a 96% resolution rate before the Saturday draw.
Tulip, our AI voice assistant, answers routine calls instantly and hands over to a person at the right moment - so people reach people faster.
Fern call analytics reads every call and email, not a sample - so you see what's driving contact and where processes break.
An inbound call centre on both sides of the Tasman
We serve brands across New Zealand and Australia, with onshore agents in both countries working remotely on ContactSuite. Australian businesses can choose an Australian-based team, a New Zealand-delivered service, or a blend of the two.
Call centre outsourcing in AustraliaInbound call centre FAQs
What does an outsourced inbound call centre do?
An outsourced inbound call centre answers your customers’ calls, emails, webchats and messages on your behalf, under your brand. At Telnet that covers customer service, account and billing queries, product support, complaints and 24/7 fault lines, handled by trained agents using your processes and connected to your systems.
What's the difference between inbound and outbound call centres?
Inbound call centres handle contact that customers start - calls, emails and chats coming in to you. Outbound call centres make contact on your behalf - sales calls, follow-ups, reminders and surveys. Telnet does both; see our outbound call centre services.
Is Telnet's contact centre onshore?
Yes. Telnet is 100% onshore, with agents in New Zealand and Australia and no offshoring. Our agents work remotely on ContactSuite, so you get local voices and local knowledge without a single building being a point of failure.
How much does it cost to outsource an inbound call centre?
It depends on your volumes, hours and channels, but Telnet’s blended resourcing model means you pay per interaction rather than per seat - so you’re not paying for idle agents in quiet periods. Z Energy cut its contact centre costs by more than 50% after moving from an offshore provider to Telnet. Talk to us for a quote based on your call profile.
How quickly can Telnet take over our inbound calls?
Fast. ContactSuite guides agents through every interaction, so training is measured in days rather than weeks. When Lotto NZ needed help at the start of the COVID-19 lockdown, Telnet had 35 trained agents on the phones within 24 hours. Planned migrations are usually run over a few weeks to protect continuity.
Can you handle our calls after hours and during peaks?
Yes. Telnet runs 24/7 and agents are shared across clients, so we can absorb spikes without you carrying extra headcount. For nights and weekends see our after-hours answering service, and for storms, outages and other spikes see emergency and surge response.
What industries does Telnet specialise in?
Energy and utilities (including 24/7 fault lines), fuel retail and EV charging, government agencies and not-for-profits, as well as consumer brands across Australia and New Zealand.