Case Study: Creating alignment at a call centre with Teamly

Telelink, established in 1966 and headquartered in Newfoundland, Canada, is an award-winning customer service call centre employing 120 people, and with customers all over the US and Canada. The 45 year old business is famous for its people-centred culture, summed up by one of their customers, who when asked why they chose Telelink, said, “I wanted to buy friendly.”

Telelink works hard to make sure that it’s a great place to work, as CEO, Cindy Roma explains, “The heart, soul and core of this business is about finding, moulding and keeping the right people to deliver the service that our customers need to build their business.”

Their people and their performance is critically important to Telelink’s success because their clients depend on and trust the company with their most valued asset: their customers. Integral to making sure those customers are well cared for is the way that Telelink values its employees and recognizes their commitment through ongoing comprehensive training, incentives, awards and advancement opportunities.

This is a company with a direction and burning ambition and it is co-owner, Sydney Ryan, who is the entrepreneurial driving force and in house “futurist”. While attending an Association of TeleServices International conference it was Ryan who heard during a keynote from Teamly advisor, Cameron Herold, how “top 5” priority setting had been used at 1-800-GOT-JUNK? to improve performance and contribute towards its phenomenal growth.

Telelink then worked with Herold’s coaching business, BackPocket COO, and when they heard of Teamly they implemented it immediately with their senior and middle management teams. Cindy Roma, CEO, explains, “Teamly is a web based solution that allows us to stay connected and current on meeting our daily, weekly, monthly and quarterly goals.” Teamly’s usefulness at Telelink is due to how, “Goals and objectives are broken down into manageable bite sizes, an approach that really drives outcomes”.

Roma continues, “We love the simple functionality of Teamly combined with the powerful reporting capabilities, which are fantastic. I love that not only can we see the graphs and progress of our team, but that they can see them too. It provides them with the ability to self identify when they are going off track and gain confidence in their work when things are getting done.”

“We couldn’t do without it now”.

Teamly helps ordinary users focus and identify their most important priorities, commit, and share them with their colleagues and manager. Both management and staff at Telelink are big fans of Teamly and have found that the main benefit has been the quick and easy way for the entire team to track progress and make sure the work being done is taking the company in the same direction.

Summing up Roma said, “Any company who wants true alignment on a daily, weekly, monthly, quarterly and yearly basis needs to use this tool. I have recommended Teamly to several business associates as a great new way to help get their business on track.”