Wednesday, April 6, 2011

Telnet Awarded QFE Status - First NZ Contact Centre

I am happy to announce that after a great effort from the team at Telnet, we are the first NZ Contact Centre to be awarded QFE status.

Have a look at our press release below

John Chetwynd


New Zealand’s largest privately owned contact centre Telnet Services is pleased to announce that it has become New Zealand’s first contact centre to gain the Qualifying Financial Entity (QFE) accreditation, making it easier for Telnet to market financial products to retail customers on behalf of its clients.

Telnet Managing Director John Chetwynd says the accreditation is a significant step for the company. “We have worked hard to develop a first class training, monitoring and compliance environment at Telnet which we believe has positioned us well for obtaining QFE status.”

Telnet provides telephone sales services to a number of substantial financial services companies. “By seeking registration our clients will find it easier to use Telnet as a partner to promote their products.”

Telnet’s QFE status enables it to sell Category 2 products which include insurance products, and consumer credit contracts such as hire purchase and loans.

Chetwynd says Telnet sought accreditation with expansion of the business in mind. “Being the only contact centre at this stage with QFE status will enhance our competitive advantage in the financial services space.”

Under the requirements of a QFE, Telnet must take responsibility for ensuring its telephone sales agents deliver a professional service to retail customers. But Chetwynd says this is an area in which Telnet has always excelled.

”We have always placed integrity of service high on our priority list for our clients and their customers. We believe that passing the standards required of a QFE is confirmation of this.”

Telnet has a comprehensive performance management framework in place for its training and development, customer service, technology and people management. This was further developed over recent years as a prerequisite to securing the business of financial service companies in the already tightly regulated Australian market.

As part of Telnet’s push into the Australian market it has also obtained accreditation with the Australian Teleservices Association and its esteemed Centre Standards and Accreditation Programme (CCSA).

The CCSA is a framework of guidelines, processes and disciplines focusing on five key areas of a contact centres’ business – Planning, Infrastructure & Environment, People, Process and Achievement & Performance.

“The rigour of assessment required to promote financial products within Australia and the standards required within the CCSA program provided an excellent foundation for us to secure QFE accreditation for our New Zealand business,” Chetwynd says.