Telstra’s National Telemarketing Centre Case Study Analysis

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

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