Telstra CEO Andy Penn has announced the move today, saying it has come after the company heard from customers “loud and clear” that they wanted the change.
The telecommunications giant has employed around 2000 new employees across Australia to facilitate the move.
Penn said call takers for Australian customers and small businesses were now located in cities and towns across the country, including regional hubs like Maryborough, Bunbury and Bathurst, “thanks to hybrid working”.
“Our team are your neighbours,” he said.
Penn said during the floods in Queensland earlier this year, the company had its Brisbane customers speaking to local staff “who understood first-hand the challenges they were facing”.
Penn told 3AW staff being local was important for emphasising with customers.
“Our overseas call centres would do a great job but there’s nothing to replace speaking to somebody who can empathise with you in your local community when you’re ringing with a problem.”
Telstra continues to operate overseas call centres for larger and international businesses.