News : Toll Roads Operator Transurban Laying Off 100 Call-centre Staff
Brisbane, Australia, March 5, 2015 -- Toll roads operator Transurban is laying off 100 call-centre staff in Brisbane as it moves towards more online and self-service payments.
The number of service stations, newsagents and other outlets where motorists can pay tolls will be more than doubled under the plan.
But two-thirds of call-centre employees will lose their jobs, with the company offering voluntary redundancies.
Group General Manager Queensland Wes Ballantine said it was always difficult when people’s jobs were affected but the move reflected changes in customer behaviour.
"Call centre volumes are declining and more than 70 per cent of Queensland customers now make payments using self-service channels," Mr Ballantine said.
"As our online services improve and we invest heavily in improved tolling and customer service technology, we expect the number of customers who call us will continue to decrease."
By the end of June, drivers will be able to make payments at an extra 550 outlets including 7-Eleven, United and Puma Energy service stations, as well as newsagents and Australia Post offices.
A smaller number of call centre staff will be retained to deal with more complex inquiries.
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Those made redundant would receive entitlements well above the national standard and be offered support finding new jobs.
Mr Ballantine said Transurban was investing in tolling and customer service technology and was keen to work with the State Government to improve congestion points in the toll road network.
"We have identified a suite of network improvements to enhance traffic flows, which, if approved, we estimate could support an additional 1,500 jobs in the community over the next few years," he said.
Posted by Veronica Silva Cusi, news correspondent
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Transurban manages and develops urban toll road networks in Australia and North America. It is a Top 25 company on the Australian Securities Exchange and has been in business since 1996.
Published: Friday, March 6, 2015
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