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News : Telstra Begged Workers to ‘Volunteer’ at Call Centres, Staff Email Reveals

#contactcenterworld, @Telstra

Melbourne, Australia, Sept 3, 20202 -- Australia’s telco Telstra, emailed staff to call for "volunteers" as the company reeled from the coronavirus pandemic, it has been revealed.

In an email with the subject line "We need your help!" obtained by, which was sent to full-time staff in July, Telstra executive Nikos Katinakis urged employees to "seriously consider volunteering" their time.

"Many of you will be aware that parts of our international workforce has been severely impacted by COVID-19 restrictions in their respective cities. It means that we are experiencing a number of challenges in meeting the needs of customers," the email, dated July 13, states.

"While we are working on enabling as many direct and partner employees as possible to work from home, we need to do more to increase our workforce capacity and support our customers.

"This is where you can help."

Mr Katinakis explained the company needed "some more volunteers" to help with responding to customer inquiries via the My Telstra app, as well as various complaints.

He said volunteers would be given "full training" and could continue to work from home.

"You also don’t need to volunteer full-time – you can commit for three to four hours continuous blocks of time," he wrote.

"I urge you to seriously consider volunteering. Our customers and our colleagues need our help, and I would really like to see the … team step up and get involved."

It is understood the email was a temporary, one-off request in response to specific challenges posed by the pandemic, and that where possible, volunteers were able to incorporate those new duties into their existing working day.

The email came just weeks before Telstra recorded a 14.4 per cent drop in net profit for the full year ended June 30.

A Telstra spokesman confirmed the authenticity of the email to and said the organisation was "really proud" of staff who had volunteered to help out.

"Like many other telcos and companies around Australia, COVID-19 has impacted many parts of our business, including our contact centres both in Australia and overseas," the spokesman said.

"We have always had contact centres based around the world to ensure we have back-up should one site not be able to operate for some reason.

"With COVID-19, the difficulty we have faced is that a number of these sites were impacted at the same time – resulting in a loss of staff working in contact centres."

The spokesman said the company had done "a number of things to help our customers and maintain customer service levels including bringing on board thousands of people in Australia to ramp up our domestic call centre workforce".

"We’ve also had hundreds of Telstra people from across the business volunteer to step out of their roles temporarily to help on the phones. It’s been great to see the spirit of our people and that so many of them want to help our customers," he said.

It follows Wednesday’s revelation that Australia Post had asked workers to volunteer their time and their vehicles to deliver parcels to customers and help clear the backlog caused by a spike in online shopping during Victoria’s stage 4 restrictions.

The request came as executives reportedly awaited bonuses despite Australia Post CEO Christine Holgate confirming in March the executive team and board had agreed to take a 20 per cent cut in their salaries for "the months ahead" and to "forsake any right to a bonus payment for this year", representing a combined reduction in potential earnings of more than 50 per cent.

After hours of backlash, Australia Post chairman Lucio Di Bartolomeo declared on Wednesday afternoon that bonuses would not be paid after all.

"Today the Australia Post board determined that no short-term incentive (STI) payment would be made to the executive team for financial year 2020," he said.

"I have every confidence in the executive team and their commitment to excellent performance in the year ahead."

#contactcenterworld, @Telstra

Posted by Veronica Silva Cusi, news correspondent

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, September 4, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Call Center Studio

Call Center Studio
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.
PH: +1 512-872-7565

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872


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-...
(read more)
PH: +61404697151


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.
PH: 01442 458300

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
PH: +972-9-9605894

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)

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