In excess of the previous months, we’ve hired close to 2000 new workforce users across the country so we can solution client and modest small business phone calls in Australia. It is a further of many changes we have made to create a improved customer working experience.
Our team are your neighbours. They are positioned in towns and towns across Australia, which include regional hubs like Maryborough, Bunbury and Bathurst. Thanks to hybrid performing, this signifies the man or woman helping you could be in your point out, suburb, city or – who is aware of – even your road. On any supplied working day, 9 out of 10 of our client and compact business service crew decide on to work at household.
Answering your phone calls domestically
We consistently talk to you what you want to see from us. What we read loud and apparent was that you wished a transform in the way we answered our phone calls, so we did it. It’s a change that also deepens our regional knowledge.
Liz is answering your phone calls when she’s not participating in for our countrywide rugby crew!
When Telstra shoppers call and converse to Liz in Brisbane, what they could possibly not realise is they are conversing to Australia’s most capped woman rugby player. Liz Patu, 32, earnt her 25th Check cap this calendar year when the Wallaroos took on Japan in May, and is at the moment training with the countrywide rugby union team for the Earth Cup in New Zealand later on this calendar year. She’s equipped to do all this with the versatility of her total-time career in Telstra’s small business enterprise contact staff. Liz joined Telstra two years in the past and will work her agenda all around teaching and Wallaroos tours.
For fast issues – like examining your bill summary, controlling your providers or even troubleshooting connection problems – we have the My Telstra application. But for far more complex troubles or a little bit of more enable, you advised us you want to converse to someone who gets you. Anyone who understands your company history, and understands what you are likely by means of.
Through the Queensland floods previously this calendar year, we experienced customers in Brisbane talking to local workforce customers who comprehended very first-hand the difficulties they ended up struggling with. Being there – locals encouraging locals – this motivates our crew every working day.
Our staff reflects our group
Now when you phone, you will speak to locals from all above Australia – people today who reflect our community and shopper foundation together with many who have accents representing our range.
2000km from Melbourne to Longreach to support tiny firms
When Daniel’s partner Belinda landed her desire occupation in Longreach, it was a no brainer the pair would make the 2000km journey north from Melbourne with their infant George in tow. But what he didn’t count on was becoming able to operate remotely and grow his connect with team in the remote heritage town. Daniel, who supports Telstra’s smaller organization prospects, has even been ready to support out Longreach locals. “It’s the very little matters wherever we can make a variation. For example, I took my vehicle into the neighborhood smash restore store and they advised me their voicemail was not doing work. I obtained that fixed for them, whilst they set my auto! Smaller companies count on Telstra to hold them linked, and I enjoy my job helping them do that.”
You could possibly chat to 60-calendar year-aged Kaylee from Hervey Bay, a previous beloved region publican and prolific neighborhood volunteer. Kaylee performs from dwelling and has a passion for encouraging our older prospects.
Or maybe you’ll converse to Liz – that’s if she’s not touring with the Australian Women’s Wallaroos rugby union staff. Like numerous of our workforce, Liz will work flexibly to in good shape with her nationwide rugby obligations – and lately celebrated her 25th cap with the Wallaroos. She’s been with us for two decades, and enjoys helping fellow Maroons’ supporters (and all rugby fanatics).
Or it could be Daniel, who established up our most remote get hold of centre group from the heart of the outback. Daniel’s primarily based in Longreach, but his workforce performs from property all above Central West Queensland.
Making the appropriate modifications for you
This adjust is all element of our T22 technique, built to make lifestyle improved for our shoppers.
Four decades back we launched T22 to completely transform Telstra, and completely transform purchaser experience to get rid of the points that discouraged you. Since then, we have radically simplified our goods, companies and contracts and produced enormous modifications like developing seamless electronic encounters and introducing no lock-in, basic upfront plans.
Back again to the long term at 60, with 15 a long time of purchaser assistance above her pub’s public bar
As the operator-operator of a small place pub in Tasmania’s central highlands for 15 a long time, Kaylee learnt a point or two about what it suggests to actually listen, and knowledge people’s difficulties with kindness and treatment. These are the capabilities she now brings to Telstra’s consumer contact team, performing from her new dwelling in Hervey Bay. It’s a minimal little bit back-to-the-upcoming for Kaylee, who worked for Telstra in the ’90s as element of the directory assistance staff in Hobart.
Now that we have finished T22, our new T25 tactic will develop on the do the job we have presently completed, and continue to strengthen the way we provide you. Which is why we’re producing modifications for you – like owning our shopper and modest enterprise calls answered in Australia, and getting Kaylee, Liz, Daniel and 1000’s of our other local crew customers answering your phone calls when you have to have us.