Cen­tre staff are at your beck and call

Townsville Bulletin - - News - Ryan Mathe­son

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.

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