Outsourced Contact Centre of the Year
Outsourced Contact Centre of the Year - Telnet Services
Our thanks to the Telnet team for the interview and photos.
1. Congratulations on your win. Can you briefly describe Telnet’s vision and your objectives as an outsourced contact centre:
Telnet’s clear vision is to be the absolute preferred service provider for organisations requiring their customer service centres to be domiciled within New Zealand. Our clients expect and receive a bespoke service to best practice standards which we deliver based on four principles we call “The Telnet Promise”.
Our Promise
We add value for our customers
We will add value to your organisation, by giving you the extra tools and resources you need to serve your customers better and increase their lifetime value.
We are easy to deal with
This drives the way we respond to our clients' needs. We make it easy for our clients to deal with us, and easy for your customers to deal with you.
Our frontline is the No 1 priority
Our frontline is your frontline. To deliver such a consistently high value service, we put a lot of effort in making it as simple as possible for the frontline to get it right, every time.
We care
That’s the mantra we live by.
We care about your business as if it were our own.
We care about providing exceptional service.
We care about being the best.
Our business continues to expand as demand for our unique service grows.
2. As part of your award winning entry, you would have outlined some of your targets - are you able to share some of them with the TUANZ contact centre community? If so, what are they and how do you meet them?
The key measures of our service offering are Grade of Service and customer satisfaction.
For GOS we have specific SLAs for our various clients depending upon their particular requirements. However, our overall company GOS is 80% of calls answered within 20 seconds. Given that our call volumes can vary significantly without notice we have developed processes which combine forcasting with highly scalable response systems in order to meet our SLAs.
Workforce management is a critical part of our delivery of this key target, specifically in the utility work we carry out. We are continually looking to the future using the information gathered from past events. Anticipating demand and revising this on an interval basis enables us to have the right people in the right place at the right time.
For customer satisfaction we make extensive use of online knowledge bases which provide our frontline staff with the information necessary to quickly and accurately solve customer queries. Call monitoring is used extensively to measure performance and identify opportunities for CSR development.
3. Do you think entering the awards (evaluating the metric you use, articulating the successes your centre has had) was useful? If so, can you provide us with tangible examples of what you learned during the process?
It is a useful exercise for us as a business- effectively a peer review of our business. Allowing us to benchmark ourselves and continually strive to be the best in our field.
4. What difference has the win made to you and your team?
It made us be more disciplined in our approach to how we do business, so we can continue to add value for our clients- particularly important with the current market.
5. After your success this year, it would be easy and very human, to sit back and bask in the glory. How do you motivate yourself and/or your team to achieve even more for the future? And what is your main focus in the coming 12 months?
To win 2009 of course! As soon as the awards were over we started working on what we need to do to be the winners in 2009.
