News : Telstra Clarifies Perth Centre Remarks
Oct 24, 2014 -- Telstra has moved to clarify remarks by chief executive David Thodey that suggested half of complaints made about its call centres concerned employees based in Perth.
The telecom provider said Mr Thodey had only used the WA capital as an example when talking about English language abilities of call centre staff.
The chief executive was quoted yesterday as saying: "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."
A Telstra spokesman said Mr Thodey's point was that often when the company looked into language concerns raised by customers, it found the customer was speaking to someone in Australia.
"Unfortunately, this has been reported in a way that suggests our Perth contact centres are responsible for 50 per cent of complaints about language," the spokesman said.
"This is simply not the case. Perth was merely cited as an example."
The spokesman said Telstra had many contact centres across Australia and internationally, and was proud of its diverse, multicultural workforce.
"It's critical that all of our people have good communication skills and are held to same high standards of customer service," he said.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Maintaining Customer Notes
More Editorial From Telstra
Telstra Incorporated is a global provider of advanced communications services to multinational corporations.
Published: Monday, October 27, 2014
Zendesk is inspiring the help desk 2.0 movement through a focus on enlightened customer support. As the first organization in the industry to leverage SaaS and the benefits of web-based communication ...
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...