Telstra chief aims for more automation despite recruitment drive | zoesam93
Telstra chief executive Andy Penn is using the COVID-19 pandemic as an opportunity to “further digitise and automate” parts of the company, even as the telco continues to temporarily beef up its workforce.
While Telstra has added a further 2500 staff to manage the high workloads in the Australian call centres, taking the total number of temporary staffers to 3500, Mr Penn said the pandemic offered the perfect opportunity to further automate parts of its business.
“We are just going to accelerate those even further and these roles here, which are initially temporary, and we’ll see how it plays out over time, but we will be using this as an opportunity to further digitise and automate our business so that our customers increasingly don’t have to make calls to the centres because that can be a source of frustration for them anyway.
Telstra has also announced a discount on services for those on the JobSeeker benefit, and a new $30 a month offer for anyone with a valid healthcare card. The new initiatives are in addition to measures outlined by the telco giant last month, including“As we have continued to try and adapt to some of the impacts of the restrictions that are happening, it’s having an impact on our workforce capacity. Recruiting more people here in Australia has been an opportunity for us to ...
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