19/06/2024 7:52 PM


business knows no time

Say g’day – your consumer and small business calls are being answered in Australia

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!

Liz, Telstra customer service expert and Australian national female rugby player

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

Daniel, our contact centre team leader based in Longreach

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

Kaylee, Telstra customer service expert and former publican

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.

Andrew Penn
Andrew Penn &#13

CEO -&#13

Andy Penn became the CEO and Running Director of Telstra, Australia’s most significant telecommunications business, on 1 May 2015. At Telstra, Andy is leading an formidable adjust method transforming the business to be positioned to contend in the radically modifying technology entire world of the long run with 5G at its core. Andy has had an intensive occupation spanning 40 decades throughout 3 distinctive industries – telecommunications, monetary solutions and transport. He joined Telstra in 2012 as Main Money Officer. In 2014 he took on the further tasks as Group Government Intercontinental.&#13

Prior to Telstra, Andy spent 23 years with the AXA Group, just one of the world’s most significant insurance plan and investment teams. His time at AXA incorporated the roles of Main Govt Officer 2006-2011 AXA Asia Pacific Holdings, Main Economical Officer, Chief Government Asia and Main Executive Australia and New Zealand.  At AXA, Andy was instrumental in developing just one of the most productive Asian firms by an Australian firm that was marketed to its mum or dad in 2011 for a lot more than A$10bn.&#13

Other directorships & appointments: Member of the Council of Trustees of the Countrywide Gallery of Victoria Board Director of the Groupe Speciale Cell Association (GSMA) Chairman of the Australian Government’s Cyber Field Advisory Panel, created to guidebook enhancement of Australia’s 2020 Cyber Stability Tactic Patron, on behalf of Telstra, of the Nationwide Aboriginal and Torres Strait Islander Arts Awards (NATSIAA) Daily life Governor of Extremely Exclusive Little ones and an Ambassador for the Amy Gillett Foundation. He serves on the advisory boards of both The Significant Concern House for Properties and JDRF.&#13

Recognition and skills: MBA (Kingston), AMP (Harvard), FCCA, HFAIPM. Andy has a national diploma in small business reports (with distinction), is a Fellow of the Chartered Affiliation of Certified Accountants, retains an MBA from Kingston University and is a graduate of Harvard’s Sophisticated Management Software. In 2008 Andy was recognised as Insurance Executive of the 12 months in the Australian Banking and Finance Awards and in 2016 he was manufactured an honorary fellow of the Australian Institute of Task Administration. In 2018 Andy was named by the Economical Times among the prime 10 male leaders globally HERoes listing supporting ladies in business enterprise. In 2019 he was named by the Australian Financial Assessment as amid the leading 10 most effective men and women in organization.