I don't know why you say goodbye, I say hello
Written on the 5 June 2009
TELCO Nitel group has blitzed the Trades, Professions and Service category. Marketing and communications manager David Peters, explains the ins and outs of the company which specialises in telecommunication and IT services that allow businesses to run around the clock without staff being present.
What has been the biggest challenge you’ve had to overcome in the business?
For our direct customers, their guests are also our clients and as a general rule they only have one opportunity to be exposed to our services. This is why we cannot afford to miss once. Any bad experience that a holiday guest experiences adversely reflects on the service offered by our customer’s site – whether we are responsible or not.
Our staff are coached and encouraged to always respond in a courteous and helpful manner and it is satisfying to me personally when we can help beyond what most people would normally expect. We reinforce with our staff that even though we technically employ them it is actually the caller on the other end of the phone who actually pays them. While they remain focused on that, the business will always be in good hands.
What has been the biggest achievement to date?
What differentiates you from your competitors?
The majority of the hardware and software solutions that we utilise are developed by our in-house team of IT and telecommunications specialists. These hardware and software products are not made available to anyone else outside of Nitel.
We will tailor our service to satisfy individual requests that our clients ask of us. Nitel is a phone service with a difference. We operate your company while you are not there and we can do all this over the phone or through our remote IT solutions.
Is it difficult to gain clients when there is an ‘off-shore’ option for call services?
How has the hospitality industry received the service?
For our clients we save them having to pay staff at night time, saving some establishments thousands of dollars a month in just staff costs.
What’s on the radar?
We are also going to be moving into more of a corporate client base as there are huge savings to be made through company staff costs. One of the community projects that Nitel would really like to get underway is an improvement in after hour medical services for people and their pets.
What growth has Nitel achieved over the past year?
Nitel has had a constant growth since conception and this year has seen growth exceeding 30 per cent. In these tough financial times more and more people are thinking, ‘there has to be an easier way’.
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