Centre staff are at your beck and call
COMMUNICATION is the key to success at Townsville’s Telstra customer service centre.
The centre is regarded as the largest in Queensland, fielding 45,000 calls on average each week.
It recently won the Australian Service Excellence Award for contact centre of the year in 2010, while customer service centre manager Kathie O’Reilly was named the Queensland customer service manager of the year.
More than 620 employees work out of the waterfront office complex in South Townsville.
Townsville is one of four major sites, along with Perth, Melbourne and Sydney regarded as a hub for Telstra technical customer service.
Centre workers went into overdrive recently as residents frantically looked to make contact with loved ones across the North in the wake of Cyclone Yasi.
Telstra North Queensland a r e a g e n e r a l m a n a g e r Rachel Cliffe said the centre was committed to helping North Queenslanders.
‘‘ We ensured any calls registered from the cyclone impact zone were answered right here in Townsville, so we had North Queensland customers talking to North Queenslanders,’’ she said.
‘‘ We find a lot of people who pick up the phone and hear someone with an accent assume they are talking to someone perhaps not in Australia.
‘‘ If you look around our call centre we are very multicultural and we pride ourselves on that.
‘‘ Particularly during Yasi we made sure all our customers were able to speak w i t h p e o p l e i n N o r t h Queensland to bring a bit of local understanding to the situation.’’
Telstra is continuing to expand its presence in the region adding 75 new call centre employees in the past month.