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News : Telstra to Keep Call Centres in Australia Even After COVID-19 Passes

#contactcenterworld, @Telstra

Sydney, Australia, July 9, 2020 -- Telstra is keeping its inbound call centres in Australia even after the coronavirus pandemic subsides, with all inbound calls to be answered locally by the end of fiscal 2022.

Having been forced to temporarily shutter its call centre operations in the Philippines and India as a result of the COVID-19 outbreak, Telstra had to add 3500 extra staff to fortify its Australian centres.

Telstra boss Andrew Penn said that the loss of the overseas centres had forced the telco to review how to best tackle customer complaints and the changes instituted at the start of the pandemic will now stay in place.

"While we have managed to move a large amount of this work online and to Australia, we are very conscious of the impact it has had and is still having on some of our customers in trying to contact us," he said at a Trans Tasman Business Circle event.

"There is no doubt therefore that this is the right time to also be thinking differently about our customer service in the future. Of the things that we have implemented temporarily to help us through this period, what can we make permanent?

"Our aspiration is that by the end of our T22 program all in-bound calls from these customers to us will be answered in Australia," Mr Penn said.

However, the overall composition of the Australian call centre workforce is expected to be substantially smaller, with Telstra keen on customers using digital options, like its 'My Telstra' app.

While Telstra declined to disclose the total number of call centres at its disposal locally, Mr Penn said that more than 70 per cent of the telco's customers were using digital options.

Meanwhile, Telstra's offshore call centre footprint could also be curtailed, with fewer operators needed in the Philippines and India to manage the digital chat and messaging channels.

Telstra also announced that it had become Australia's first fully 'carbon neutral' telco, with Mr Penn saying it had to rely on overseas carbon reduction projects to hit its target ahead of schedule.

The telco announced plans to become the country’s first carbon neutral telco by the end of the year in March, and Mr Penn said it had already received the formal certification from the federal government's Climate Active Program.

However, he said Telstra hadn’t been able to source all of the necessary carbon credits in Australia. "Our experience has been that it is extremely difficult to purchase carbon offsets from projects located in Australia."

"This is something that needs to be addressed because what it says is that there are not enough projects contributing to a reduction in greenhouse emissions."

The telco's overall climate commitments also include reducing its absolute emissions by 50 per cent by 2030 and run all of its operations on renewable energy by 2025.

#contactcenterworld, @Telstra

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.smh.com.au


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 - Capability And Reliability

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

Published: Friday, July 10, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

5.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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