Telelink Call Centre
Telelink is an inbound call centre with headquarters in Newfoundland, Canada. We also have a secondary location in Calgary, Alberta. Our team is spread out across Canada and services customers in every single province. Our professionally trained customer service representatives help your organization provide your customers with service you can be proud of.
Canadian based call centre services are available from Telelink 24/7/365 and we never charge extra for weekend or evening coverage; your after-hours answering support is about to get easier.
Inbound Call Centre Services
At Telelink, we focus our training and coaching efforts exclusively on inbound call services. We do this because the skills required to perform inbound call services and outbound calling are polar opposites. We hire customer service professionals, not salespeople and telemarketers. This allows us to be the best in the industry at delivering WOW moments to your valued customers on the phone. We even won the award for the best phone call of 2021 at the CAM-X industry awards ceremony! You can listen to the call here.
There are more inbound call centre services than you may initially think. Aside from traditional answering and message taking services, Telelink also offers the following:
Appointment booking: Ask your call centre service provider if they can book appointments for your team and enter them into your CRM software on your behalf.
Triage & dispatch: Instead of relaying a message, your call centre provider can actually triage calls based on urgency and dispatch appropriate personnel for you. This is most popular in the property management industry where a tenant can call into your dedicated line and describe the nature of their issue. If it is urgent (like a flood that can't be contained with a bucket) the call centre agent can dispatch a plumber right away, thus minimizing any potential damages. If this type of deductive triaging interests you, read more here about our property management specialty division.
Overflow answering for evenings and weekends: Have an awesome receptionist that works 9-5? Instead of hiring an additional 2 people to cover evenings and weekends, you can provide the same great service to your customers no matter the time of day or night for a fraction of the price. That means no more missed calls, fewer customers fleeing for competitors, and better customer service response times.
Order taking: For companies with a less tech-savvy customer base, online ordering can be intimidating. Offer a trusted and secure order line to assist users with making their purchases.
Hotline services: For sick lines, reporting abuse, whistleblower lines, or even "hows my driving" lines.
NPS surveys: Net Promotor Score is the gold standard in customer experience programs. NPS measures the loyalty of customers and helps you make informed business decisions based on real customer feedback. Utilize a call centre service provider to help you execute the survey and call your customers to walk them through a short survey.
Message taking: Providing a live person to take customer messages can improve the customer experience and is cost-effective for your business. Receive urgent messages right away, the rest can wait until tomorrow.
Total call control: Over the past year we've seen more and more businesses struggle with hiring. As a result of the labour shortage, many organizations are opting to outsource 100% of their call management to call centre service providers.
Telelink Call Centre CultureDid you know Telelink is 100% women-owned? At Telelink, our core values guide our interactions with customers and team members every single day. We operate our business with compassion. After all, we act as an extension of your organization when we handle your customer calls, and that requires a caring and kind heart.
Our company knows the importance of precision. As an ISO 9001:2015 registered company, attention to detailed processes and quality is baked into everything we do.
As a company that has been in business for over 55 years, we understand that we would not be where we are today without continuous improvement and innovation. At Telelink, we listen to our customers and our team. We are constantly tweaking and improving our processes, technology and service offerings to add value to everything we do for you.
Lastly, we pride ourselves on our ability to be responsive to customer needs and questions. We believe the best ability is availability.
Work with TelelinkTelelink employs more than 150 people across Canada and boasts one of the best company cultures in the industry; you'll find plenty of Telelinkers with 20+ years punched and more to come! Learn more about working with Telelink here.If you're a Canadian company, we highly recommend choosing a Canadian call centre to partner with. Full transparency, there are cheaper options in the United States and the Philippines, but when you are making decisions that directly impact your customers you should strive to deliver a level of customer service that you can be proud of. If data privacy is a concern, then a Canadian call centre will be more secure as data is not being moved internationally and is housed domestically with your company in Canada.