Telstra is keeping its inbound call centres in Australia even after the coronavirus pandemic subsides, with all inbound calls to be answered locally by the end of fiscal 2022.
Having been forced to temporarily shutter its call centre operations in the Philippines and India as a result of the COVID-19 outbreak, Telstra had to add 3500 extra staff to fortify its Australian centres.
“Our aspiration is that by the end of our T22 program all in-bound calls from these customers to us will be answered in Australia,” Mr Penn said. Meanwhile, Telstra's offshore call centre footprint could also be curtailed, with fewer operators needed in the Philippines and India to manage the digital chat and messaging channels.
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