Telstra axes 422 customer service jobs as customers move online

Summary:Telstra is closing two call centres and consolidating its testing functions, resulting in 422 jobs being struck from its payroll.

Telstra is set to axe 422 jobs, as it closes two call centres and consolidates some of its other service delivery functions.

Telstra today said that it would close its call centres in Lismore, New South Wales, and Townsville, Queensland, resulting in the loss of 116 and 126 roles at each centre, respectively.

It will also consolidate some service delivery testing functions in Melbourne and Sydney into other call centres operated by Telstra and its partners. This will result in an additional 180 roles being made redundant.

"The proposed changes would, if implemented, result in 422 Telstra roles and a number of agency roles becoming redundant," Telstra said in a statement.

Telstra has blamed a 20 per cent fall in call volumes in the past 12 months for forcing it to make the job cuts.

Further falls are expected in coming years, as more customers switch from using phone services to the internet and other services.

"In fact, 30 per cent of our customers now use online transactions," Telstra said.

"As a result, we believe we need fewer contact centres in the future."

Telstra said that staff affected by the cuts will be invited to apply for other roles within the telecommunications provider.

An additional 229 staff employed through agencies at customer service and call centre operations will also be made redundant due to the cuts.

The telecommunications company revealed its results earlier this month, with CEO David Thodey indicating that the company is focusing on improving customer satisfaction and investing in its mobile network .

Michael Lee contributed to this report.

Topics: Telstra, Australia, IT Employment

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