New Telstra Philippines call centre opens with 3,500 seats
In another blow for the local economy and customers, a new Telstra Philippines call centre in Manila has been announced as part of a partnership with global outsourcer TeleTech according to the Manila Times despite negative customer feedback from Australian customers.
The joint Telstra and TeleTech facility consists of three floors, which will house both Telstra and TeleTech employees, as well as a recruitment centre.
Telstra has been in the Philippines since 2007, when the company began operating with local industry partners.
In 2013, it launched its first Telstra-operated call centre in Manila and it’s second in 2014 in Cebu.
At present, there are 13 sites; 8 in Metro Manila, 2 in Greater Manila Area, 2 in Cebu, and 1 in Bacolod.
As of 2020, Telstra currently services 18.3 million retail mobile customers, 3.7 million retail fixed bundles and standalone data services and 1.4 million retail fixed standalone voice services. ,
Former Telstra CEO David Thodey said the move to set up a contact centre at Five E-com building epitomises Telstras continuous commitment to providing world-class service to its customers.
Our investment in this fantastic centre is an expression of how important customer service is to us with great collaboration with our wonderful partners, Thodey said.
This is a purpose-built, state-of-the-art facility that will take customer service to new level. It will operate as one high performing team with customers at the centre, he said.
Call Centre Outsourcer Teletech to run the Telstra call centre
The contact centre is one of the largest operations by TeleTech and is expected to house around 3,500 employees when fully operational.
Telstra has been one of our long-time, strategic partners in the Philippines and we are excited to work with them at the new contact centre, said TeleTech Chairman and Chief Executive Officer Ken Tuchman.
We want to bring the best of both worlds together and use our respective strengths to deliver the gold standard for customer experience excellence, Tuchman said.
We are introducing new ways of operating contact centres through our partnerships with our industry partners, such as TeleTech. This has been designed to improve the quality of our customer service, said Telstra Philippines Country Manager Tom Beach.
This includes having both TeleTech and Telstra employees working at the site allowing for greater collaboration and faster knowledge-sharing, he said.
Beach said the contact centre community leverages on the expertise of local and global partners to make the customers lives better.
This starts with creating an environment that will encourage collaboration, innovation, and creativity. In the Philippines, Telstra offers contact centre employees more quality-of-life options with its mainly dayshift hours, training, rewards, and career progression.
We are committed to providing an environment that makes Telstra a great place to work, Beach said.
Telstra is Australias leading telecommunications and information services company, offering a full range of communications services and competing in all telecommunications markets.
The company has close to 32,000 employees, it facilitates access to more than 1,900 points across the globe and has one of Australias largest shareholder base of 1.4 million shareholders.
TeleTech is a leading global provider of customer experience, engagement and growth solutions. Founded in 1982, the company helps its clients acquire, retain and grow profitable customer relationships.
Using customer-centric strategy, technology, processes and operations, TeleTech works with business leaders in marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel.
Servicing over 80 countries across 6 continents, TeleTechs 47,800 employees live by a set of customer-focused values that guide relationships with clients, their customers, and each other.
Editor: In 2018 Teletech rebranded to TTEC.
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