Why choose us?
We are experts at providing high quality customer service.
- We focus purely on providing outstanding inbound customer service.
- We are a family-run, boutique contact centre based in Lower Hutt, Wellington, New Zealand (Aotearoa).
- We take great pride in delivering our exceptional standard of service, for all the different types of calls, that we handle and manage.
- We believe whether it’s a simple message, or a complex technical support call — your clients should receive the same quality service.
We encourage all new prospective clients to visit us in person, so that we can demonstrate our systems and staff.
Our staff are our biggest asset and the key to our superior customer service.
What makes us better?
The one thing that makes a contact centre great, is good staff. At The Call Centre we don’t compromise on the staff we employ, and we don’t employ many so-called ‘experienced’ call centre staff, simply because they don’t have the qualities, expertise, or professionalism that we require.
Our service levels and answer times exceed the normal NZ standards by quite some margin. What’s more, we are happy to back our service promise through a formal Service Level Agreement.
As a result of our low staff turnover, the knowledge that our staff develop is maintained for the benefit of our clients and their customers. With an average tenure of over 5.5 years, our staff are extremely knowledgeable!
Our strength is that we don’t ‘blend’ our services. Our staff know that their mission is quite simply to provide ‘knock your socks off’, personalised, inbound customer service. We don’t deviate from that by providing outbound telemarketing services to simply generate additional revenue.
Our technology combined with our staff skill sets provides us with the ability to deliver outcomes that most contact centres cannot.
Demonstrating Our ExpertiseClient’s Engagement of Our Services
The suppliers of marketing technology to one of the largest Australasian fast-food chains came to us, having exhausted the search in Australia. Our mission was to provide 1st-level triage for counter staff in NZ and Australia, to log the reported technology issues into their system, and to resolve a significant number of enquiries at first point of call.
This client has now been with us for 9 years.
An existing New Zealand-based client with a significant national network in Australia had also failed to find an Australian contact centre with the ability to accurately and consistently field and transfer calls to various locations throughout Australia. They asked if we could deliver. We nailed that requirement within a few weeks.
This client has now been with us for 8 years.
Outsource your requirements for:
- Customer Service
- Inbound Calls
- Help Desk Support
Clients that have never outsourced before, are often concerned that their customer service experience is going to be diminished. And here’s what we have done…
- We have taken quite difficult assignments on, where comprehensive product /service knowledge must be delivered at the first point of call and from a zero-knowledge base amongst our team.
- We have used our technology and meshed this with our client’s technology, to provide a seamless transition. The result has been positive feedback from Day One.
- We demonstrate our expertise through our call stats, with 82% of interactions answered in under 20 seconds.
- It is our ability to merge technology, consistently deliver an entrenched service ethic, along with employing quality, smart staff, that stands us apart.
Our contact centre offers a 24 x7, 365 days a year service. We never close, providing continuous, uninterrupted support to your business.
Our Key Business Metrics
clients currently supported from SME’s through to Govt agencies.
inbound interactions effectively handled each year.
of interactions answered in under 20 seconds.
average period of time our staff remain in our work family.
We have developed an unsurpassed reputation for reliability, particularly for companies that have mission-critical support needs.
Our clients have learned that The Call Centre simply does what it says it will do. We manage, escalate and control the calls and ensure that your promise to your customer is met.
Your reputation matters to us…and it’s our job to protect it.
