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First Nations Telstra Contact Centre Established in Darwin


Darwin, Australia, March 10, 2021 -- A new Telstra contact centre which will connect Indigenous Australians across the country has been established in Darwin.

The centre will officially begin operations today and is the first of its kind for Telstra.

The Territory Labor Government has welcomed the announcement, which will see eight Territorians employed to carry out culturally aware services and respond to some calls in language.

The staff with local knowledge will answer Telstra enquiries and report on telecommunications issues in Indigenous communities.

Telstra currently manages over 25,000 calls each year from remote and Indigenous communities on a range of issues relating to connectivity, billing or general queries about new products and services.

The new centre will improve communication with callers which will lead to better digital outcomes and ultimately improve digital literacy among Indigenous communities. This will be crucial in helping communities become better connected in an increasingly digital world.

Quotes from Chief Minister, Michael Gunner:

"Today’s announcement shows more strong confidence in investing in the Territory, and in local jobs – and it also meets an unmet need.

"Having call centre staff who are trained and understand Indigenous culture will lead to better outcomes for individuals and communities.

"This in turn will improve access to appropriate plans and products, and improve overall digital access and literacy for Indigenous Australians.

"Darwin is an ideal location for the call centre and the decision to base it here will create both direct and flow-on benefits for the Territory."

Quotes from Telstra CEO, Andy Penn:

"Each year Telstra’s contact centres respond to over 15 million calls, but we recognise remote and Indigenous customers can be challenged by our current support and service solutions.

"As part of Telstra’s strategy to return our call centres back to Australia by mid-2022, we have identified an opportunity to better manage these customers by having a dedicated Darwin-based centre."


Posted by Veronica Silva Cusi, news correspondent
Source: https://www.miragenews.com

Date Posted: Friday, March 12, 2021

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