Tuesday, November 29, 2011

Winning back Contact Centre business from Manila

I am pleased to report that Telnet has now successfully migrated the contact centres for two significant businesses from Manila to New Zealand; the most recent being a fast growing Australian based business in the telecommunications space.

In both cases the businesses were experiencing disenchantment with the service experience they were receiving from their Manila supplier. And I am pleased to report that since the move to Telnet independent surveys are confirming that customers have noticed and appreciate the improvement in customer experience.

Probably of more importance is that the price difference has not been as great as expected. This is because Telnet's unique approach results in significant reductions in handling time. Customers love the fact that their queries are understood better and resolved faster.

John Chetwynd

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