Telstra customers facing internet outages and other technical problems may be a step closer to finding a solution.
“We’ve doubled our call centre team as we attempt to tackle a huge backlog of customer service calls,” says Telstra CEO David Ravez.
“We’re working hard to keep Australia connected.”
Telstra is reportedly overwhelmed with angry customers, as COVID-19 continues to trigger unprecedented demand on its networks.
Customers are currently waiting an average of 74 minutes just to get through to the call centre in the Philippines.
“With a second worker, on-hold wait times will be cut in half,” estimates David Ravez. “First we have to train the second worker, but that should only take a month or so.”
The telco last year copped criticism for laying off Australians and sending customer support services offshore.
“Please be patient. Coronavirus has led to a series of issues beyond our control. We’re all in this together.”