Telstra head of networks, Nikos Katinakis, just might be the most overworked executive in the telco’s management roster, given the workload its networks continue to endure since the onset of the coronavirus pandemic
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For Katinakis, the mass exodus of workers back to their homes also meant the load on Telstra’s network ramping up at breakneck speed. “Typically we plan for a 30 to 40 per cent growth in capacity for our networks every year, but what has happened is that growth coming through in a matter of weeks.” “We have never seen such demand for upstream services, thanks to people sitting in front of a desk, doing their schoolwork or making Zoom calls.”
“We spun out call centres for customers literally in the space of days, things that would normally take us weeks or months to do, we were doing in 36 hours.” "We have more customers trying harder to solve their problems themselves and have had to make more improvements to the digital platforms in the last 10 weeks compared to the previous six months, our learning loop has become faster because we can see where things don't work.
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