Customer complaints sparked overhaul of Telstra

Telecommunications giant Telstra has announced all of its call centres have returned to Australian soil after ongoing customer demand.

When announcing the change on Tuesday, Telstra CEO Andrew Penn said the overhaul has been in the works for some time.

“What we heard loud and clear was that you wanted a change in the way we answered our calls, so we did it,” he wrote to customers.

“Now when you call, you will speak to locals from all over Australia – people who reflect our community and customer base, including many who have accents representing our diversity.”

Telstra has hired 2000 new employees to facilitate the transition to domestic call centres.

Mr Penn said call centres will be based in regional areas and cities around the country, thanks to the opportunities provided by hybrid working.

“Our team are your neighbours,” he wrote.

The need for localised services became apparent during the onslaught of natural disasters along the east coast this year.

Mr Penn said empathy and understanding were vital for customers, like those affected by the floods in Brisbane earlier this year, who could speak with a call centre team “who understood first-hand the challenges they were facing”.

The outgoing CEO, who will leave the role in September, said “locals helping locals” was Telstra’s primary motivation.

While quick queries such as bill payments and managing services will be directed to the MyTelstra app, all Australian customers and small businesses will speak with locals when they call for complex problems.

“You told us you want to speak to someone who gets you,” Mr Penn wrote.

The availability of hybrid working arrangements allows workers like Liz Patu to provide services while managing other commitments. In Ms Patu’s case, playing for the Wallaroos as Australia’s most capped female rugby player.

The Telstra CEO said the company had taken its last call from an Australian customer at an overseas call centre on June 27, with all centres now operating domestically for individuals and small businesses.

The company will continue to operate overseas call centres for large and international businesses.