News : Perth Call Centre Staff Have Language Problems
Oct 22, 2014 -- The next time you get mad at Telstra's call centre staff for having poor English, there is a 50 per cent chance you should aim your rage at Perth and not Mumbai or Manila.
Telstra chief executive David Thodey told an Australian Institute of Company Directors lunch in Sydney on Wednesday that he often received complaints from irate customers about overseas call centres and their apparent failure to understand English.
But further investigations showed Western Australians were just as bad as call centre staff in the Philippines and India.
"Interestingly, when we get criticism about so-called foreign contact centres, 50 per cent of the time the people are in Perth, because we're a multicultural society and often the criticism is around language or communications skills," he said.
"And I say, I don't care where these contact centres are, we must have a high standard. Good communications, good English and [they must] know the company."
Telstra has previously said more than 50 per cent of complaints about language problems were about Australian workers, but this is the first time it has identified the main culprit city. It operates call centres across Australia in cities such as Sydney, Melbourne and Adelaide, plus regional locations.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, October 24, 2014