Telstra’s National Telemarketing Centre Case Study Analysis

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


Tentang djadja

Seorang hamba Allah, ayah, suami, kepala rumah tangga (Commander In Chief), praktisi pendidikan, manajemen dan telematika yang mencoba merunduk di ladang ibadah
Pos ini dipublikasikan di Business, IMTelkom, Innovation, Manajemen, Pendidikan, Telematika dan tag , , , , . Tandai permalink.

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