Telstra closes contact centre

Telstra has decided to close its 108-seat business contact centre in Grafton, Australia in November, writes IT News.

It came despite a petition led by local MP Janelle Saffin, which attracted 6 000 signatures, and the support of independent MP Rob Oakeshott.

Oakeshott says he was surprised that the telecoms company had chosen "this moment to centralise these jobs", highlighting the cost of redundancy packages and the benefits of regional staff.

A recent study asked 3 925 consumers dealing with contact centres and identified technology-related trends are affecting customer service and costing organisations billions of dollars, reveals Call Centre Helper.

Empirix commissioned a global survey that highlights the consumer impact of issues that are at the heart of how an organisation communicates and satisfies their customers.

According to a recent survey undertaken by the Customer Experience Foundation on behalf of Empirix, 79% of consumers have experienced poor voice quality.

Malaysia Airlines has chosen Avaya as its contact centre and voice platform provider for the company's Contact Centre Transformation Project, says FTN News.

The investment in Avaya technologies is part of Malaysia Airlines' Business transformation plan to provide five-star services, reduce costs and ensure profitable growth. The deployment of Avaya's solutions will enable the Malaysian contact centre to improve staff productivity, deliver unparalleled customer experience and minimise operating costs.

"We have chosen Avaya's technology to enhance our customer service experience. This will be a stepping stone for us to transform our contact centres as we prepare for the future," says Malaysia Airlines assistant GM for distribution, Abdul Mutalib Ishak.