The Global Association for Contact Center Best Practices & Networking

Nov 26, 2011 -- Telstra chief customer officer Gordon Ballantyne says the telco's plan to lift service standards and improve its standing among customers is on track.

Mr Ballantyne said yesterday Telstra was one year into a three-year program of change within the company.

"We're winning in the market," he said.

Figures presented at Telstra's investor day last week showed Australia's telco recorded a 28 per cent reduction in calls to its contact centre over the past year, as more problems were fixed without follow-up calls.

Telstra also experienced a 50 per cent drop in complaints to the Telecommunications Industry Ombudsman, as overall customer satisfaction rose.

"Through the last quarter we are really beginning to see some of the benefits of the changes we've driven," Mr Ballantyne said.

However, the company still had more detractors than promoters, using the net promoter score measure, figures from last week's investor day showed.

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.heraldsun.com.au

About Telstra:
Telstra Incorporated is a global provider of advanced communications services to multinational corporations.