Telstra Is Moving Their Call Centres Back To Australia After Customer Outrage

Telstra is moving their call centres back to Australian shores.

The telecommunication company has listened to their Australian customers and has moved all the centres that service Aussie customers and small businesses back to the country.

Telstra CEO Andy Penn announced the move today (July 12) indicating that they are listening to their local customers who had made it ‘loud and clear’ that they wanted the change. 

martin berry / Alamy

Penn told Ross and Russel on 3AW: “If you’re an Australian consumer or small business and you call our call centres, you’ll be speaking to someone in Australia.”

“Our overseas call centres would do a great job but there’s nothing to replace speaking to somebody who can empathise with you in your local community when you’re ringing with a problem.”

Penn confirmed that call takers for Australian customers were all locally located in cities and towns across the country in regional towns such as Maryborough, Bunbury and Bathurst.

He says the recent move was all ‘thanks to hybrid working’. 

The Telstra CEO referenced the Queensland floods from earlier this year and noted that those impacted by the floods had been speaking to local staff in order to feel more understood in the troubling times. 

David Wall / Alamy

The announcement released by Telstra looked to profile local people doing localised jobs in order to help customers understand who would be taking their calls.

Those profiled include national Rugby Union player Liz Patu, Daniel based in Longreach, and the 60-year-old Kaylee from Hervey Bey who once served as a county publican. 

The announcement stated: “For quick questions – like checking your bill summary, managing your services or even troubleshooting connection issues – we have the My Telstra app. 

“But for more complex problems or a bit of extra help, you told us you want to speak to someone who gets you.

“Someone who understands your service history, and knows what you’re going through.”

Adding: “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 around 2,000 new team members over the past few months in order to facilitate the change and keep customers happy.

Topics: Australia

Jayden Collins

Jayden Collins is a Journalist at LADbible. He has worked across multiple media platforms in areas such as sport, music, pop culture, entertainment and politics. He is part of the editorial team for LADbible Australia.