Sydney, Australia, Sept 28, 2016 -- Telstra will employ an additional 1000 technicians over the next six months to help fix faults and improve the customer experience.
The new roles will constitute a mix of full-time employees and subcontractors from workforce supply partner ISGM. They will help with product installations, fixing basic faults and performing basic set-up at NBN exchanges.
According to Telstra’s executive director for customer service delivery, Brian Harcourt, the new technicians will be allocated across all geographic regions. They will be required to complete up to 17 weeks' training. The first 600 new technicians have commenced training and 140 of these are now in the field.
"We’re seeing the benefits of the first group of new customer technicians who have received positive feedback from our customers," he said in a blog post.
"These additional resources will also be valuable, especially as we approach the time of the year when extreme weather events can disrupt our customers’ services."
John Palfreyman, CEO of Sydney-based cloud contact centre provider ipSCAPE, said the new hires will give Telstra the flexibility to scale promptly to meet future demand.
"It is important for businesses to be able to scale services quickly in times of high demand and to meet customer need. The ability to do so is crucial to business success, no matter what your size," he said.
"Telstra is a prime example of a business that has recognised the importance of this and has opted to add extra communications technicians to its workforce."
Posted by Veronica Silva Cusi, news correspondent
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