Telstra's National Telemarketing Centre Case Study Analysis

Posted on 15 Juli 2011


Call centre floor during shift

Call centre floor during shift

Problems : Management Issues

  • Telemarketing is very much a people business.
  • • Staff Performance.
  • • Working on inbound campaigns is far more popular.
  • • Union restrictions of the proportion of casual labor the NTC can use >< corporate limits on the headcount.
  • • NTC has stringent occupational health and safety guidelines that translate into high property costs.
  • Telstra is taking a serious look at identifying its core business and those areas that could be outsourced.
  • Senior management doesn’t realize the power of Call Centre Lack of understanding of what call centers can contribute to the organization