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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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Published: Friday, March 12, 2021

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 

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