david ramli
The next time you get mad at Telstra’s call centre staff for having poor English there’s a 50 per cent chance you should aim your rage at Perth and not Mumbai or Manilla.
Telstra chief executive David Thodey told an Australian Institute of Company Director's lunch in Sydney on Wednesday that he often got complaints from irate customers about overseas call centres and their apparent failure to understand English.
But further investigations showed that Western Australians were just as bad as call centres in the Philippines and India.
“Interestingly when we get criticism about so-called foreign contact centres, 50 per cent of the time the people are in Perth because we’re a multi-cultural society and often the criticism is around language or communications skills,” he said. “And I say I don’t care where these contact centres are, we must have a high standard.
“Good communications, good English and [they must] know the company.”
Telstra has previously said that more than 50 per cent of complaints about language problems were about Australian workers but this is the first time it has identified the main culprit city.
It operates call centres across Australia in cities including Sydney, Melbourne and Adelaide, as well as regional locations
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