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News : First Nations Telstra Contact Centre Established in Darwin

#contactcenterworld, @Telstra

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."

#contactcenterworld, @Telstra

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


About Telstra:
Company LogoTelstra Incorporated is a global provider of advanced communications services to multinational corporations.
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Today's Tip of the Day - CRM Technology

Read today's tip or listen to it on podcast.

Published: Friday, March 12, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
PH: 800-782-7835

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