After receiving harsh criticism from angry local consumers over the cost-cutting move, Telstra has moved its offshore call centers back to Australia.
The telecommunications behemoth announced the shift on Tuesday, claiming that it did so after receiving ‘loud and clear’ feedback from customers who desired the change.
To ease the transition, Telstra hired 2000 new employees, including Liz Patu, Australia’s most-capped player for the Wallaroos, the country’s women’s rugby union side.Telco
According to Telstra’s T22 strategy, all consumer and small business calls are currently answered in Australia.
It’s now been more than two weeks since Telstra took a call from an Australian customer at an overseas call center.
‘Our team are your Neighbours. They’re located in cities and towns across Australia, including regional hubs like Maryborough, Bunbury and Bathurst,’ Telstra chief executive Andy Penn said.
‘Thanks to hybrid working, this means the person helping you could be in your state, suburb, town or – who knows – even your street.’
‘We regularly ask you what you want to see from us. What we heard loud and clear was that you wanted a change in the way we answered our calls, so we did it. It’s a change that also deepens our local expertise.’
Nine out of 10 of Telstra’s consumer and small business service team choose to work at home on any given day.
During the devastating floods in Queensland earlier this year, Telstra ensured affected Brisbane customers were speaking to local staff ‘who understood first-hand the challenges they were facing’. 
Telstra first announced it was working towards the move 12 months ago after customers faced lengthy delays during the pandemic due to impact Covid-19 had on its call centers in the Philippines.
‘It’s what our customers wanted,’ Mr. Penn told 3AW.
‘If you’re an Australian consumer or small business and you call our call centers, you’ll be speaking to someone in Australia.
‘Our overseas call centers would do a great job but there’s nothing to replace speaking to somebody who can empathize with you in your local community when you’re ringing with a problem.’
Telstra will continue to operate overseas call centers for its larger and international business client base.
