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News : Telstra Aims to Bring All of its Call Centres BACK to Australia Within the Next 18 Months

#contactcenterworld, @Telstra

Sydney, Australia, Jan, 2021 -- Telco provider Telstra aims to bring all of its call centres back to Australia within the next 18 months and allow more employees to work from home.

Telstra CEO Andy Penn announced the ambitious target in a speech to the Committee for Economic Development of Australia (CEDA) on Thursday.

The number of calls Telstra receives has fallen in 2020, which is allowing the company to scale back its call centre operations and bring them to Australia.

'We have reduced the volume of calls by eliminating a lot of the annoyances that people would have had,' Mr Penn said.

'We are helping people get more out of the technology rather than reporting a fault.

'This has given us the opportunity to move all of our call centre staff onshore. We will have this completed within the next 18 months.'

Mr Penn said Telstra is moving to become 'location agnostic' by allowing its call centre and office staff to work from home if they desire.

Eighty per cent of Telstra's call centre workers in Australia already work from home and all of them have the option to do so, according to Mr Penn.

Telstra temporarily closed its call centre operations in the Philippines and India due to Covid-19 outbreaks in June last year.

While the Philippines and India are still grappling with the virus, Australia has not had a case for 11 days as of Friday.

Mr Penn said employers now have to offer flexible work opportunities to attract local staff due to a rise in working from home last year.

'The bottom line is competition for talent is going to shift to the new era of remote and hybrid work because where an employee lives is no longer a limitation,' he said.

'Our future ways of working are going to be instrumental in how successful we will be in this war for talent.

'The companies that get it right will attract and keep the best talent and talent is the single most important competitive differentiator in uncertain times.'

Mr Penn said the world 'will never return to normal' after the Covid-19 pandemic and businesses must adapt to survive.

'There is every chance that 2021 will be even more uncertain than 2020,' he said.

'How we work, how we travel and how we live generally will not look and feel the same as it did 12 months ago.

'It is therefore better to spend our energy in accepting the changes that need to come and embrace a new way of living and working.'

#contactcenterworld, @Telstra

Veronica Silva Cusi, news correspondent
Source: https://www.dailymail.co.uk


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 - Ask How Can I Help..

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

Published: Monday, February 1, 2021

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2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

5.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

6.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

7.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

8.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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