Telstra CEO David Thodey has admitted the nation’s No. 1 telco is not performing well at its call centres, but has defended his increasing habit of moving them offshore.
Speaking at the company’s annual general meeting, Thodey said that – while the company still has a lot of work to do when it comes to improving the quality of service out of its international call centres – it will continue to increase the use of global providers at the expense of its Australian centres.
Thodey said this is for economic reasons.
“As a business, we have a responsibility to consider the economies of scale offered by global providers, along with the flexibility that gives us in managing fluctuating call volumes at different times of the year,” he said.
“This means that our contact centre work here in Australia is declining, and will continue to do so. We have implemented many initiatives to improve the service we offer our customers, though we still have much to do.”
