NZ call centre Telnet awarded Australian Accreditation

New Zealand’s largest privately owned call centre Telnet is the first call centre in New Zealand to achieve accreditation by the Australian Teleservices Association (ATA).

Telnet has achieved Centre Standards and Accreditation Programme (CCSA) status, which provides call centre companies with a comprehensive performance management framework in all areas of training and development, process, customer service, technology and people management.

Telnet Managing Director John Chetwynd says the decision to achieve accreditation is part of its strategic plan to grow the business internationally.

The CCSA provides a framework of guidelines, processes and disciplines that focus on the five key areas of a contact centre’s business - planning, infrastructure and environment, people, process, and achievement and performance. The program looks to meet the various business, staff and customer drivers and provides the public recognition of centres that operate at a high level.