Telelink is honoured as the recent recipient of the “Supplier of the Year Award” from the Newfoundland & Labrador Institute of Purchasing Managers Association of Canada (NLPMAC).

This independent award strives to recognize the strategic value and service that individual suppliers contribute to purchasing professionals and their associated employers. Suppliers were critiqued based on their excellence in various areas such as vendor performance, exceptional customer service, problem solving, innovation and creativity, and quality service.

“As a proud NL business with deep community roots, we have always strived to foster strong relationships, both inside and outside our organization,” said Charlie Reid, Director of Business Development for Telelink upon accepting the award at the NLPMAC Luncheon on March 21st, 2013. “It’s even more humbling to know that the NLPMAC membership felt we were deserving of the award.”

The decision was made by active members of the Newfoundland Institute, who were invited to nominate one provincially established supplier they felt made an outstanding contribution to the member’s profession and organization. Members of PMAC nominated Telelink based on a long list of accomplishments, most notably their exceptional commitment to safety and customer service.

Mr. Reid added how this award sheds light on Telelink, an organization with industry-leading teams and experience delivering critical safety services. “In our energy sector engagements, it’s valuable to be singled out as a supplier that listens and is able to offer its best practice experience, “particularly in the areas of Emergency Response, Work Alone, and Journey Management, where we support the design and subsequent delivery in these core areas of safety.”

PMAC described Telelink’s approach to safety and monitoring continuous improvement as methodical, noting that this quality “should be recognized in our fast paced society.” PMAC commended Telelink on their consistent offering of service improvement suggestions, also highlighting how they continue to “respect the core aim of their service goals to clients”.

“We always listen, share best practices and ideas when we feel there is value,” said Mr. Reid. “We are never afraid to identify issues or raise red flags when needed to support the execution of critical safety systems”.

Telelink is a leader in contact centre quality standards and has achieved ISO 9001:2008 certification. The company was founded in 1965 as a traditional answering service. Forty-seven years and many industry awards later, Telelink continues to specialize and add clients ranging from SME’s to Fortune 500 companies through unparalleled customer service, technology investments, and a focus on a corporate culture that motivates employees to deliver the best front-line experience for effective customer relationship and safety management.

The NL Institute is part of the Purchasing Management Association of Canada (PMAC), the leading and the largest association in Canada for supply chain management professionals. The national voice for advancing and promoting the profession of supply chain management, PMAC sets the standard of excellence for professional skills, knowledge, and integrity.

For more information:

Charlie Reid
Director of Business Development
Telelink
St. John’s, NL
709-722-3730

This year was a big one for Telelink. We helped 603 of our clients grow their businesses , and our staff answered a total of 2,164,107 calls which is a great feat. But that’s not all; our Journey Management Division had a whopping total of 689,791 drivers getting safely home to their loved ones! That’s a lot of travelling under the watchful eye of Telelink’s top notch team.

We would like to thank you for giving us the opportunity to work with you all again this year; It has been an honor and a valuable experience for us, and together we have made it a great one indeed! Thanks to the support and dedication from our team and customers, 2012 was a very successful year for us. We were able to expand our services in order to provide the superior experience we strive to give to all of our clients and we look forward to beginning the New Year with each and every one of you.
Sincerely,

Your friends at Telelink Call Centre

Using customized purpose written software, our team ensures the safety of your employees as they travel to and from work sites or while travelling on any work related activities. The real value of this service is when the “what if?” happens. A recent example:

A driver was en route to a work site in Alberta when he experienced severe chest pain. He contacted our journey management team, who were watching and responsible for his safety, and spoke to an agent. Our Journey Management Operator immediately contacted emergency personnel in that location and advised them of the situation and the driver’s exact location using the GPS tracking system which is deployed in all company vehicles and visible to us as part of our delivery of their Journey Management system across Canada and the US. Our agent then stayed on the line with the driver to ensure that he was conscious and calm, while managing the emergency response effort we were able to expedite the response.

That driver admittedly, likely owed his life to his company’s dedication to safety and implementation of a Journey Management system with Telelink.

Wouldn’t you want to be ready for any similar event with your team?!

Telelink of St. John’s, NL has been honoured with the prestigious 2012 Call Centre Award of Distinction by the Canadian Call Management Association (CAM-X).  The Industry’s Trade Association for providers of Call Centre Services including Inbound Order Desk/Help Desk and Web Enabled customer assistance has recognized Telelink for their outstanding achievement at their 48^th Annual Convention, held recently at the Delta Ocean Pointe Resort & Spa in Victoria, BC.

The Call Centre Award of Distinction was created in response to overwhelming requests by Call Centres across North America for a tool to measure the skills of their professional Call Centre Agents on the job.  After six months of testing, independent panels of judges score call-handling skills for “enhanced service” applications.  The focus is on customer relationship management (CRM), courtesy, etiquette, the use of proper call techniques, as well as response time and accuracy.  These are all cornerstones of the Call Management Industry.

“The CAM-X Award of Distinction sets forth the expectation of excellence for complex call centre accounts and exemplifies the standard which the industry strives to achieve. As technology changes, the way Call Centres have expanded their offerings has also dramatically changed.  In order to ensure high levels of service, even with the ever evolving needs of clients, the Award of Distinction sets the bar for what is necessary to satisfy the desired standards.” says CAM-X President Brad French.  “By winning this award,  Telelink has proven that they have excelled at  handling these complex accounts and can do so with extraordinary service levels.”

The Canadian Call Management Association congratulates the management and staff of Telelink for their significant achievement.

About CAM-X

CAM-X is a Canadian based trade Association for the Call Management industry which includes call centres, telephone answering services, telemarketing services, and other communication services.  Their goal is to contribute to their members’ profitability by fostering a willingness to exchange ideas, experiences and solutions while promoting the general welfare and ethical standards of our industry. Please visit www.camx.ca for more information.

From their corporate location in St. John’s, Newfoundland, Telelink will support the health and safety of 14,000 Weatherford employees across North America in the area of Journey Management, Incident Reporting, Work Alone, Emergency Response and “How’s My Driving” programs. When fully deployed, this project will further enhance Telelink’s position as a key provider to the oil and gas sector both locally and internationally.

Within the petroleum industry and sectors that require well-managed transportation logistics, companies are protecting the health and safety of drivers by implementing journey management best practices which also contribute to the inherent cost savings and reduced risks of efficient fleet management. These companies are also realizing the benefits of outsourcing these services to specialized providers like Telelink who can quickly deploy, maintain and scale the level of service required by the client. As a market leader in the journey management business, Telelink offers highly trained staff with proven experience in the operation of leading edge journey management and GPS software. Tens of thousands of journeys have been coordinated and recorded within their call centre facility.

Sydney Ryan, VP and partner of Telelink says “We are extremely proud of and excited about this partnership. It is a true testament to our ability to compete in the global market and deliver services for multinational organizations. We are thrilled that Weatherford has chosen to place their trust in us and we look forward to continued growth and support to further develop our infrastructure and alignment in this important economic sector. As an award-winning supplier in the call centre industry, this creates a new and exciting opportunity for Telelink.”

Weatherford International Ltd. (NYSE:WFT) is one of the largest global providers of advanced products and services that span the drilling, evaluation, completion, production and intervention cycles of oil and natural gas wells. Weatherford employs approximately 52,000 employees worldwide and operates in more than 100 countries with 800 service bases and 16 technology development and training facilities.

Telelink Call Centre is a leader in call centre quality standards and has achieved ISO 9001:2008 certification. The company was founded in 1965 as a traditional answering service. Forty-five years and many industry awards later, Telelink continues to specialize and add clients ranging from SMEs to Fortune 500 companies through unparallelled customer service, technological investments, and a focus on a corporate culture that motivates employees to deliver the best front-line experience for effective customer relationship management.

For more information:

Sydney Ryan
Telelink Call Centre
sryan@telelinkcallcentre.com
709-687-4554