Telstra to cut 651 customer service jobs after reducing calls: Reports

Move follows 21 per cent reduction in consumer calls to customer service.

Telstra has proposed cutting 651 jobs and closing two customer service centres in Lismore and Townsville, according to multiple news reports. The move follows reductions in call volumes to customer service.

Under the plan, Telstra would cut 180 full-time staff at the Melbourne and Sydney contact centres, 126 in Townsville and 116 in Lismore, the reports said. The telco also reportedly plans to cut 229 staff from agencies, and some of the 651 jobs are to be outsourced to the Phillipines.

In its fiscal-year 2012 results, Telstra said it had reduced consumer calls to customer service by 21 per cent after a $1 billion campaign to reduce complaints.

Telsta has recently rolled out customer self-service apps for tablets, smartphones and Facebook.

Telstra didn’t return a request for comment.

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