Is this really the end of Telstra's 'confusopoly'?
ABCIt's fair to ask if and how the long-suffering customer may actually benefit from the radical plan Telstra announced yesterday, putting aside whether it needed a clean-out of 25 per cent of the its workforce to achieve such an overdue ambition. Hanging up on customer service One of his key promises is to "eliminate" the need for a third of customer service calls with two years and two-thirds within four years. So we might be forgiven, from past experience, for fearing this might also mean diverting such calls with Telstra's much-vaunted "all digital experience" to artificial intelligence interfaces instead of an empowered operative who can actually help. But a welcome promise, along with the radical simplification of the Telstra offerings, is that of an "effortless" digital service that removes complexity and provides cost certainty by removing excess data charges. One can only hope if the Telstra simplification works in the consumer interest it provides a template for other providers beyond the telco sector such as energy, financial services etc to do likewise.
History of this topic
Telstra to sack 2,800 workers as part of cost-cutting measures
ABCTelstra fined $3 million, repaying $21 million after overcharging customers for third time since 2020
ABCTelstra facing challenges with company restructure, NBN changes and 5G rollout
ABCTelstra slashing 8,000 jobs to cut costs, but shares still slammed
ABC
Service mishaps highlight disconnect with users
China Daily
Service mishaps highlight disconnect with users
China Daily
Telstra suffers ANOTHER phone and internet network outage across Australia
Daily MailDiscover Related
