Case Studies

Product Recall

Product Recall has become part of our everyday life. Concerns about the products we buy and how they affect ourselves and those that we hold dear, are becoming more and more a part of our everyday existence. When such a crisis occurs, it becomes pertinent that the company have the necessary manpower to answer the incoming inquiries of those affected customers.

Telelink received a call from one such company that was about to announce a product recall. With a tremendous amount of team work, Account Launch (a process that normally takes 5-7 days) was accomplished in less than 24 hours. With an anticipated call volume of approximately 500 calls per day, we felt we were ready. Little did we or our client know that this fairly small call volume would turn into 100's of 1000's of calls! 48 hours later we had increased our workforce from 20 to 200 agents, all ready and willing to help! Everyone from our front-line staff to our most senior management committed 100% to making everything run as smoothly as possible.

All the calls were emotional, and some difficult, if not heart-breaking. The recall was serious and affected the majority of North America. Our agents handled each and every call with compassion and understanding. They went over and above the call of duty, and really felt they were part of something "bigger".it was about more than statistics, numbers, figures, and yes even about more than superior customer service!.we were in this to reassure, and sadly sometimes to provide condolence and support, to those affected customers.

This regrettable circumstance allowed Telelink to "give back" to those affected most. Several donations were made to shelters, where those most closely affected could benefit from something so misfortunate.

Dedicated Services

Everyone will always remember where they were and what they were doing when the events of September 11, 2001 unfolded. It was a "business as usual" day in our office, when suddenly half of our team were huddled around a TV in pure shock and silence as history was marked with this senseless attack against humanity.

We received the word that planes originally destined for the U.S.A, would be taking refuge here in Newfoundland & Labrador. And with this word, came the realization that we were going to be affecting the lives of every single person on those aircrafts. Our dedicated Tourism Agents, at the request of the Provincial Government, stepped up to the plate. Every single Hotel, Motel, B&B and Cottage in the province was contacted to determine availability of rooms and reserve them. Within hours, we had over 17,000 unexpected guests that had no idea where they were landing, how long they would be here, and some not knowing where their loved-ones were or if they were indeed ok.

As a company, we were instrumental in ensuring our newest guests were comfortable and cared for; as a province, we showed the compassion and hospitality that naturally occurs here. We didn't really think we were doing anything special at the time; we were doing what comes naturally to Newfoundlanders & Labradorians.

It was only in the weeks, months, and even years to follow that we realized that our level of warmth, compassion & hospitality was to be recognized, and indeed something that does not occur everywhere. The people affected by the diversion, and through some intervention that no one can really explain, found a 2nd home here in Newfoundland & Labrador, and we are proud to say that Telelink played a role.

Emergency Response

The health and well-being of employees & customers is something of utmost importance and should be a top priority for companies, especially those involved in dangerous fields such as Oil & Gas, Medical Services, and Transportation. Thos people involved in these industries, as well as their family's need to feel confident that their lives are in capable hands should emergencies arise.

Telelink Call Center plays a vital role for companies in such industries as these. For many, we are the first point of contact should problems arise. Everything from routine medical calls, to medical emergencies to environmental emergencies, our response time has to be immediate, and without hesitation. Competent agents are there, ready to answer these calls 24 hours/day and capable of taking the appropriate actions. They have the ability to deal with pressing, often time-critical circumstances whereby someone's life may literally be in their hands.

Through dedicated training, competent and repetitive testing, refresher training, and 24 hour management back-up, we ensure that our agents are ready to take any call!