Contact Centre & Call Centre Services
Outsourced customer service for New Zealand and Australia - the people, technology and model behind every interaction we handle
More than answering the phone
Telnet is a fully-integrated contact centre partner - not just an answering service. We bring together trained people, proprietary technology, and a unique resourcing model to deliver customer experiences that genuinely reflect well on your brand.
Every interaction we handle is an opportunity to strengthen your relationship with a customer. We take that seriously - which is why our agents are trained to your specific products, processes, and values, not to a generic script.
Our services span every channel your customers use, backed by ContactSuite CRM, real-time analytics, and a model that means you only pay for what you actually need.
Talk to UsYears of experience
Serving NZ's largest brands
Always available
Round-the-clock coverage
Interaction
Zero idle time, zero waste
Onshore agents
NZ & Australia - no offshoring
Three areas of deep capability
Channels
Inbound and outbound across phone, email, webchat, social media, and self-service - consistent, expert customer interactions across every channel.
Omnichannel customer service ›Technology
ContactSuite CRM, Tulip, real-time analytics, and a blended resourcing model that eliminates idle time and delivers results at scale.
Contact centre technology ›How We Work
Our integration approach, migration methodology, and the strategic partnership model that makes Telnet genuinely different from a standard outsourcer.
How outsourcing works ›Outsourced customer service, however you need it
Inbound call centre
Customer service, billing, fault and enquiry lines handled by agents trained on your business.
Outbound call centre
Sales, follow-up, reminder and survey calls from onshore agents.
After-hours answering service
Nights, weekends and overflow - every call answered, 24/7.
Emergency & surge call centre
Storms, outages and spikes absorbed by shared agents and AI.
ContactSuite contact centre platform
Our own contact centre as a service platform, built on Amazon Connect.
Call centre outsourcing in Australia
Australian-onshore, NZ-delivered or blended teams for Australian companies.
Focus on your business. We'll handle your customers.
Pay per interaction, not per seat. Our blended model eliminates idle time - you only pay for what you actually use.
From 35 agents in 24 hours to AI handling 33% of fault calls during a cyclone - we flex with your demand, not against it.
Agents trained to your products, your processes, and your values - representing your brand as if they were your own team.
Access AI, real-time analytics, and ContactSuite CRM without the capital investment or in-house expertise required.
Contact centre services FAQs
What contact centre services does Telnet provide?
Telnet provides outsourced inbound and outbound call centre services, after-hours and overflow answering, emergency and surge call handling, and email, webchat and social media support - delivered by onshore agents in New Zealand and Australia on our own platform, ContactSuite.
What does an outsourced contact centre do?
An outsourced contact centre answers your customers’ calls, emails and messages on your behalf, using agents trained on your products, systems and tone. You get trained people, technology and round-the-clock cover without building and staffing a contact centre yourself.
Is Telnet's contact centre onshore?
Yes. Every Telnet agent works in New Zealand or Australia - we don’t offshore any work.
How much does outsourced customer service cost?
It depends on your volumes, opening hours and channels. Telnet’s blended resourcing model means you pay per customer interaction, not per seat, so you don’t pay for idle time. Contact us for a quote.
How quickly can Telnet start?
Fast when it matters: Telnet stood up 35 trained agents for Lotto NZ in 24 hours during the COVID-19 lockdown, and has migrated contact centres back from offshore overnight. A typical programme is planned around your systems and training needs.