Telelink

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Overview

$1,000+

Min Project Size

< $25/hr

Avg Hourly Rate

50 - 249

Employees

1965

Year Founded

ABOUT TELELINK

Saving lives, money, and time.

Telelink offers live-answering services, workplace safety solutions, and emergency communication systems to enhance your business operations and ensure employee safety. We continue to operate with a fully-remote 24/7 response center located in North America, delivering comprehensive solutions for lone-worker monitoring, journey management, incident response, and incoming call handling. With over 55 years of experience, we have successfully served clients across various sectors, including government, manufacturing, utilities, environmental services, exporters, and municipalities.

Languages Spoken

EnglishFrench

HIGHLIGHTS

$1,000+

Min Project Size

< $25/hr

Avg Hourly Rate

50 - 249

Employees

1965

Year Founded

Services

Focus

Industries

Clients

Services Provided

50% Customer Support Outsourcing

32% Business Process Outsourcing

18% Managed Security Services

About the Team

OUR STORY

Based in Newfoundland, Canada, Telelink is a premier live call-answering and business process outsourcing service provider, committed to keeping your business connected 24/7. With over 55 years of experience, they cater to diverse sectors including municipalities, construction, utilities, and property management. Their award-winning response centre offers comprehensive solutions such as virtual reception, message taking, help desk, and technical support. Guided by five core values emphasizing compassion, continuous improvement, innovation, and responsiveness, Telelink treats client calls as an extension of your organization, ensuring personalized and professional customer interactions. Their dedication to evolving services and technology reflects a commitment to adding value and accessibility, making them a trusted partner for seamless customer communication.

Portfolio

After Hours Answering Support

Mount Douglas Seniors Housing Society

After adopting Telelink’s after-hours call solution, Mount Douglas has successfully decreased the number of overtime call-outs from an average of 4.5 to approximately 1.5 per week. While this might seem like a minor adjustment, it has resulted in a 40% reduction in costs associated with after-hours work. Additionally, recruiting for after-hours maintenance roles has become easier, as employees enjoy a better work-life balance without frequent nuisance calls. The team at Mount Douglas also finds significant value in the ability to review their organization's calls, with a staff member expressing, “I love being able to listen to the calls.” At Telelink, we frequently hear this sentiment. For managers and directors like Gail, the option to listen to recorded calls aids in resolving disputes with tenants and clarifying contentious situations. When asked why she would recommend Telelink to other Housing Societies, Mount Douglas' Executive Director remarked, “It’s the personal touch. The fact that it is Canadian-owned and operated, and that it’s run by approachable people. Telelink is large enough to perform effectively yet small enough to maintain a personal feel.” For Gail, the collaboration with Telelink enhances her sense of accomplishment in her role. She shares, “It makes me feel successful in my position. We are able to provide excellent service, tenants are well taken care of, and staff no longer feel overwhelmed. We’re saving money, which is always a positive outcome, and we’re fostering a high level of service and a supportive culture at Mount Douglas Housing Society.”

Tenant Management and phone support

GWL Residential

Nowadays, GWL employees are not only more productive but also HAPPIER. While there are numerous financial advantages to having employees devote 70% of their time to customer-facing roles and just 30% to administrative tasks, the value of content employees is immeasurable. The collaboration with Telelink goes beyond merely answering calls. When we asked Todd and Connie why they would recommend Telelink to their peers, they didn’t mention our professionalism, reliable responses, comprehensive reports, or even the increased happiness and productivity of employees. Instead, they highlighted that our greatest strength is communication. Whenever the GWL team reaches out, they have a dedicated email address and phone number to contact, and we respond promptly and enthusiastically. We have a positive attitude and are always willing to help; we never say “no,” but rather “let’s find a solution.” Todd and Connie can easily connect with us without navigating through layers of bureaucracy or lengthy protocols, and no task is too challenging. For instance, earlier in 2020, Todd reached out to his account manager, Anna, to inquire about setting up a remote concierge service. We replied, “We haven’t done this before, but we can work it out.” Since then, we’ve streamlined the process for tenants inviting guests. Now, when a tenant has guests, they simply call Telelink to provide the guest's license plate number. We enter that number into a third-party software linked to a camera in the parking garage, which recognizes the vehicle upon arrival. Consequently, the guest is granted access to the garage automatically at the gate. Pretty impressive, right?!

Enabling 24/7 support

Blair Mechanical

Blair initiated discussions with the Telelink sales team and quickly sensed that he might have discovered an ideal partnership. With over 55 years of experience, Telelink has collaborated with numerous HVAC, plumbing, cooling, and other service companies. Their agents have remarkably low turnover, resulting in exceptional industry expertise, fluency in the relevant terminology, and a keen understanding of urgent matters. Operated as a 24/7 response center with a 99.99% uptime and triple-redundant servers, Telelink ensures constant availability, addressing the needs of the PST time zone. Blair was particularly drawn to Telelink’s proactive, customer-centric approach to client success. They would supply him with monthly reports on traffic trends and customer inquiries, enabling him to analyze this data for better technician scheduling and to spot trends in requests or issues. OUTCOME: For the past year, Telelink has managed all of Blair’s after-hours calls. When a call comes in, the agent gathers details about the request and the caller's information. After recording everything, they notify the on-call technicians about the job. The technician can determine the urgency of the request and confirm receipt of the message through a text or phone call back to the Telelink agent. As a result of using Telelink's answering service, Blair feels more assured about delivering a higher level of customer support, believing that his customers are happier. He has missed fewer calls and successfully increased his customer base thanks to his collaboration with Telelink Answering.