The dog lady wrote:

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Pity they can't get clear and intelligible people in their call centres

 

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 Yes, you are absolutely right.

I am continually dismayed at the practice of so many Australian companies in chasing a few dollars in costs to outsource their call centers to places like the Philippines & India.

We were always told that every contact with your customers was a valuable opportunity to improve the relationship or it was a sales opportunity.  Yet this practice is the exact opposite.  Invariably it is a frustrating & mostly unsatisfactory experience for customers contacting foreign call centers.

It seems to me that there is a great opportunity here for a Company that dares to invest in establishing & properly managing Australian Call centers. 

The way that call centers were  managed in my time, 15 years or more ago, was in complete contradiction to established people management practices.  People were treated with no respect & little value was attached to their contributions.  It was management by numbers, with the inevitable results. 

Much to the annoyance of my superiors I would never allow my Customer Service Centers to be called "Call Centers".  Consequently we were not covered by the obligatory Call Center Management rules & we consistently performed well above the others.

I give Telstra & other companies this sort of feedback after every contact with a foreign call center.