Are all these Telstra reps with Indian names are located locally or all offshored?
Do you guys think do they really know about the local mobile markets here, if they are placed and chatting from offshore?
Telstra Reps - Located Locally or Offshore?
danger163 on 02/03/2018 - 12:16
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I think they are in Tehran, Iran
do they really know about the local mobile markets here, if they are placed and chatting from offshore?
An outsourced call centre doesn’t necessarily mean that they don’t understand their customers concerns.
Most if not all cc follow a procedure and script when dealing with customers.
Most if not all cc follow a procedure and script when dealing with customers.
Ironically, this is exactly the problem. I only want to talk to someone when I have a very specific question/issue that can't be resolved by a script. It drives me insane listening to people, here or overseas, trying to give me scripted answers whose only relevance to my issue is that it shares a few keywords.
With Telstra specifically I always take my matter in store where I've typically found the service very good.
I believe most of Telstra's service reps for retail customers are based overseas these days. However in general, just because you're talking to an Indian doesn't mean they are overseas. Most of the contact centres I've seen in Australia have a significant percentage of Indian employees
They have both depending on the time of the day/week
Fun fact, the call centres and online chat agents also have different discount power, so I assume they're in different places / different contracts?
I complained about price to the online chat, got my monthly bill reduced, one month it reverted so I called that time, and they said I'll have to go back to online chat as they don't have the same authority to give me that discount. So I went back to online chat and got it fixed.
I am currently getting an average of 3-4 calls a day from the "Telstra Technical Dept" and they are all India based.
Philippines &/or india - they usually get trained before they can take our calls..
It really depends on the department. I find the teams that deal with home users and SMB are typically offshored while business/enterprise who deal with Telstra Enterprise and Telstra Global have Australian staff.
I'm pretty certain they're offshore - I think Philippines.