Telstra customer complaints spark company overhaul in Australia

Telstra has made major changes to its services after hearing customers “loud and clear”.

Telecommunications giant Telstra has announced that all of its call centers have returned to Australia due to continued demand from customers.

Announcing the change on Tuesday, Telstra CEO Andrew Penn said the overhaul has been in the works for some time.

“What we heard loud and clear is that you wanted to change the way we answer our calls, so we did it,” he wrote to clients.

“Now when you call, you will be talking to locals from across Australia – people who reflect our community and customer base, including many accents that reflect our diversity.”

Telstra has hired 2,000 new employees to ease the transition to in-house call centers.

Mr. Penn said call centers will be based in regions and cities across the country thanks to the opportunities provided by hybrid work.

“Our team is your neighbors,” he wrote.

The need for localized services became evident during the natural disasters on the East Coast this year.

Mr Penn said empathy and understanding is vital for clients, such as those affected by the Brisbane floods earlier this year, who could speak to a call center team “who understood first hand the issues they were dealing with.” collided.”

The outgoing CEO, who will step down in September, said that “locals helping locals” was Telstra’s main motivation.

While quick queries such as bill payments and service management will be routed to the MyTelstra app, all Australian customers and small businesses will contact locals when they call for complex issues.

“You told us you wanted to talk to someone who understands you,” Penn wrote.

Having hybrid work arrangements allows workers like Liz Patou to provide services while fulfilling other obligations. In Ms. Patou’s case, she plays for the Wallaroos as Australia’s highest scoring rugby player.

Telstra’s CEO said the company accepted the last call from an Australian customer to an overseas call center on June 27, with all centers now operating domestically for individuals and small businesses.

The company will continue to operate foreign call centers for large and international companies.

Originally published as Customer complaints prompt Telstra overhaul