Telstra is keeping its inbound call centres in Australia even after the coronavirus pandemic subsides, with all inbound calls to be answered locally by the end of fiscal 2022.
“While we have managed to move a large amount of this work online and to Australia, we are very conscious of the impact it has had and is still having on some of our customers in trying to contact us,” he said at a Trans Tasman Business Circle event.“There is no doubt therefore that this is the right time to also be thinking differently about our customer service in the future.
While Telstra declined to disclose the total number of call centres at its disposal locally, Mr Penn said that more than 70 per cent of the telco's customers were using digital options.
It is worse than ever - noone answers to help you. Boycott Telstra now.
Telstra was appalling before, but it’s reached new heights now.
Currently have no Telstra service when I ring them they ask to communicate by text message by a Mobil well I. Don't own Mobil so how do I get them to fix it next bill and every bill from this point I'm not paying for something there not providing
I would Rather use an International Sim and pay the Exorbitant International Fees to Call Next Door THAN GIVE $1 to Telstra
Fitter and faster!
Great about time Australians got jobs back. Government needs to still get payroll tax fir using overseas cheap labour. They also should get the same for supermarkets that use auto checkouts robbing Aussies of jobs!
Wow! What a concept! Imagine having people in your own country, that speak English, taking your calls! Unheard of!!
The best way to tackle customer complaints is to operate in a manner that doesn't generate customer complaints. But there's no incentive for that, is there?
The last time I saw Andy Penn in a staged photo at his place like this he had a big bottle of very expensive champers on that bench...
5 hours and still no answer Telstra
Sadly I can understand the bot chats better than when you actually get through to a real person ...
Losing the overseas call centres should have eliminated some of the complaints. If only they would hire someone to answer the phone. You would think with so many people out of work here they’d find someone suitable 🤔
Problem is, they might have lost so many customers that they don’t need a call centre anymore. Andy would be able to answer all phone calls personally.
and your website & virtal assistant is sh:t mate Telstra NBN Bigpond
Misleading headline for a change?
Ha, if i was less gracious i,d probably say fuck you Telstra. You reap what you sow. Lucky i,m pretty gracious....🤪
I think Telstra is trialling it’s new customer non service model whilst still charging maximum fees. Inspired.
Hubby spent 2 hours on the phone one day & couldn't get an answer. Overseas call centres were always a bad idea.
Don’t get too excited everyone, Telstra is only committing to 2022 for Australian call centres. Just enough to get em’ through the pandemic... then back fully offshore here we go...
It’s been an absolute nightmare. Customer service couldn’t be any worse I don’t think.
Telstra I can’t get hold of anyone at Telstra. No one answers the phone and online doesn’t work. Simply cannot speak to a human being. Goodbye Telstra
Maybe answer the phone, would be helpful.
Should never have off shored in first place.
Bingo, globalism has officially failed
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