High Expectations and performance management being the main operating center for Telstra Network faults Onshore. Challenging and fast paced.
Typical day consists of live call coaching and reviewing performance to prioritize focus on staff. Capturing these actions into relevant systems and ensuring staff are accountable is also completed daily. Other administrative duties are also completed with staff leave and timesheets.
I've learned that having knowledge is one vital element in creating a good experience, however is unmatched by someone that can equally drive and deliver an exceptional customer experience creating customer advocacy.
Townsville Contact Center for Telstra has stood the test of time and out performed sister centers. The center has been recognized by the CSIA ( Customer Service Institute of Australia ) and collected 4 awards for being the best contact centre in recent years. There are many KPI's to deliver on and expectations are high being the remaining top center providing service to all customers across many work-streams/products.The center prides and drives a positive culture and allows opportunities to FOH staff to learn other roles/products/networks to further ones skills. The management team is unified in company messages to deliver and positively drive. We love highlighting positive performance and equally enforce performance management actions upon reviewing data each month, always moving us forward.
My co-workers are second to none. Each one has their own strength and together we are professional, caring, realistic, positive, educated and stern.
For myself these days it is kee
The environment is stressful. Nepotistic and "its who you know" type environment. Promoting friends ahead of quieter deserving types is common. Management says one thing, does the opposite. Higher Management comes across as if there is no clear-cut direction for the company in general and departments in particular. If there is one it is not communicated to the stuff truthfully. Lower level management is in "survival mode" and favouritism rather then meritocracy is common. Many lower managers have no real management training and have a non-trusting relationship with team members. Most are ex-technicians and got their jobs through friendships.
You learn on the job most of the time, courses are not always helpful. However you can get support from subject-matter experts .
Learned new technologies and methodologies, how to plan technology roll-outs, how to cost major projects, how to manage project roll-outs, how to create and manage teams, how to survive in a large company environment and large company politics.How to deal with internal and external stakeholders and customers.
Management in Telstra comes across as if there is no clear-cut direction for the company in general and departments in particular. If there is one it is not communicated to the stuff truthfully.
Team-work is being promoted and encouraged.
The hardest part of the job is doesn't matter how hard you try and how much you will achieve , you will be overlooked for a "friend"
Appeal process is a farce
ProsSatisfaction from a great outcome
ConsNot many rewards for what you do, just the personal satisfaction.
Long hours at work were typical and a six day week was standard to chase outstanding debts daily, doing monthly account audits, and assist resellers into the marketplace for the changeover to Telstra once they lost their communication monopoly.
Management were very flexible and at times did not set good examples due to the old Telecom work ethos from older employers, but as the marketplace was beginning to open up the employee demographic changed and thus we challenged the older style of management, work duties.
Hardest part of my job was disconnecting home and small business services for non payment of accounts and calling my customers to tell them I would be doing this.
Most enjoyable part of my job with Telecom was working in positive teams, the social atmosphere we created at work, allowing for a fun environment in which to perform our duties and this assisted greatly due to the long hours we all worked.
The hardest part, initially, of the job was educating our customers about the name change and also being transparent in the open telecommunications market once Telstra lost its monopoly.
A typical day at work was staggered shifts, monday mornings being the most challenging for debt recovery, planning team challenges to meet deadlines by end of the week, and also team bonding exercises/games mid week.
My immediate and upline management were always positive about having a cohesive work environment, supporting families and providin
Prostem bonding challenges, socialising as a group once work had finished, great reward and recognition initiatives
Conslong hours, reduction of middle management and peers causing extra work pressure, change in on-going training methods
Good if you can sell, but could care less about your customer service.
Bottom line. If you are not great at selling then you will not get the recognition you deserve!
Rushed learning/training with no real follow up or confirmation of skills learned unless in trouble. While there I was never trained in how to sell, just on how to consult which is fine, but there is a fine line between finding what a customer needs/wants and pitching it to them. Especially when the culture is based around sales. Selling in high volume as apposed to appropriate products.
The amount of times a customer has told me that I saved Telstra a customer because of attitudes of other employees was more than I could count with 2 weeks of employment. But even then customer service skills come second to selling and up-selling products.
If you are not a good salesperson you will be forever in the shadows even when your other skills shine brightest.
Even when inquiring about different positions suited to my skill set, management would not help me and told me there was nothing they could do. You are gonna tell me you can't talk to a higher up and ask about a role better suited for your employee?
The culture in which the customers were treated was appalling, especially behind closed doors. The attitude we need to have is that every customer is an opportunity and not shun them or talk behind their backs.
Was also never asked about future goals within or outside the company. Sure we have a program which was discussed at a workshop, but not once was I sat down to dis
A normal day would be to get to work before the team, Check and respond to any emails or phone messages, Answer the hot line for unplanned absentees and report to other manages who is away for the day. Staff would then arrive, greet the team members then ensure they have logged into the phone system on time. Then take any escalated call, Consultant / customer issue, prepare performance documentation for weekly reviews and any adhoc.
Ensure the consultants are adhering to schedules and are using correct tone and providing the correct information to customers.
weekly performance reviews with individual team members, prepare and run team meetings, Attend management meetings and other adhoc meetings, monitor, mark and provide feedback on consultant calls.
I learnt a lot about time management, dealing with all types of personality’s, Training and improving team members phone manner and system knowledge,
I enjoyed the management team; we worked well together to be the best collections centre in Telstra. As a team we were motivated and kept the centre at the top by providing a winning positive culture.
The hardest part of the job was when we were made redundant. The centres moral dropped and a few bad attitudes in the centre crept in. I was also made redundant so coming to work and constantly motivating the teams became very hard as staff became less engaged. However the Centre motto was " lest make them miss us"
This worked well and bought some engagement back.
I enjoyed watchi
Social club was very engaging, for a small fee each fortnight, it kept all 200+ incontact with each other, out of work enviroment.
Rotating shifts, taking inbound calls, placing outbound calls, for follow ups. Listening to customers enquirers, complaints and requests.Keeping to schedules. With in doing the above plus more, I generated customer satisfaction, with which also lead to being able to achieve KPI's, time management. Customer satisfaction.
Working at Telstra, taught me how to empathize, with out feeling a need to sympathizing,As there is a huge difference between the two! Also that no matter with what is happening with in your personal life, it is to be left at the front door.Each customer is a new customer, don't think that you know the person on the other end of the phone, ask the open ended questions, so therefore you are able to serve the customer with what their needs are!
I believe that the management at Telstra was average, as for the business change very fast, the goals were moved more often than not, that is not saying that the management was poor, it was/is just a very fast pace and change at all times.
Great diversity of work colleagues. With over 200 people working with in the call center, I may not have known all the names, but I knew a large majority, and knew the rest via face. A very good mix of people.
Hardest part, was customers not understanding, that the company that I worked with, is/was a business, and not a charity. As i truly believed with in the company that employed me, I only had high praises of my work place.
Most enjoyable, speaking with all national
Inclusive and enjoyable place to work; sense of pride and community service
Typical day filled with meetings, emails and a variety of tasks that enable one to grow their career in different directions without the mundane or boredom of silo structured organisations,
My biggest learning from working at Telstra is you get out what you put in; the organisation has a plethora of opportunities that are available to anyone who is prepared to undertake these for self-growth without expectations. Too often, careers are slowed or halted because people expect something for taking on extra; the mindset people must have is self development and the foresight to understand that the rewards of persistence are there for those who make the effort without expectation.
Management is supportive and sympathetic and genuinely attempt to foster a dynamic, inclusive and diverse workplace; There is a higher focus on making the workplace environment flexible, fun and encouraging initiative. Some areas are more advanced in this area than others but holistically the organisation has advanced under solid leadership over the past 10 years.
The hardest area of the job is influencing and negotiating with others to make the cultural shift from thinking only of their own targets and workloads and discover the larger picture that centres around the organisations goals and it's customers.
The most enjoyable part of the job is the people, the relationships that you can easily forge within the company and the sense of community service you feel you provide by performing your role.
ProsCollaborative Culture, supporting diversity and inclusion
Constoo many sign off layers in decision making, more focus on customer service less on finance
A typical day at work for me is, first hour for team meetings and planning out the day. Then another hour for returning emails and calls. The next three hours are spent working through my priority list for the day, then lunch. In my current role adhoc jobs pop up all day. I either hand them off to the correct department or individual to get the task finalised in the quickest time possible. I then check in on my team and review the day or any ongoing projects to help push them forward.
I have learnt over my time that setting a default calendar is the best way to manage your day. It also makes sure that i deliver the very best customer experience because nothing gets missed and i have always delivered what i have promised to the customer.
My style of management is one of inclusion. I find when everyone is pulling as a team the overall results are maximised. Paperwork is done right the first time, customers are happier as they are being served in the timeframe they have been promised
My co-workers are generally the my success a manager, without them working to the best of their ability, success is very difficult to deliver.
The hardest part of my job has been historically office based politics. I am not a very big fan of letting things build into an unfixable issue between co-workers. I like to get these sort of things fixed as soon as possible.
The most enjoyable part of my job is when everything you put down as a goal or budget is smashed. Everyone feels the suc
A typical day at work would begin with arriving to work 20 minutes before my start time to set up my desk. I would load all of my programs, reply to emails and look at the list of call backs for clients that I had set for the day ahead. I then log myself in a 'Ready' status and begin to take calls.
In this job I have learnt the value of patience. I have learnt what it is really like to understand the needs of your client and act accordingly to what would best suit them using rapport and other various customer service skills. I have advanced my skills in written and verbal communication and I have grown to have confidence within myself working in an office environment.
My co-workers and Management have made my work an enjoyable experience, we all work in a team and grow together as one.
The hardest part of my job would have to be having a client come to me with a problem that wasn't within my delegation to fix, whether it be that they needed to be transferred to another department or that their needs did not match up to business standards, this was a common occurrence throughout my day. However I was always able to make peace with the customer and find the best possible solution for everyone.
The most enjoyable part of my job would definitely have to be knowing that you've helped make someones life easier. Being able to help someone gives me a great deal of job satisfaction and is something I wish to achieve no matter what job I am placed in.
Telstra is an ideal place to work for Network Engineers
Finished my 6 months contract in Aug 2019, have been engaged in below mentioned projects of Telstra as an Integration Engineer.
1) Adaptive Modulation:
Provision of Network Environment for E2E 3G and 4G radio technics for traffic streams testing by providing Fiber Connectivity between patch panels and all devices including IXIA, Routers, Radio devices etc.
2) Gen 1 BNG to ICE Migration:
Broadband Network Gateways were reaching capacity limits and were experiencing overall processing issues with speed, capacity and traffic bottlenecks. Addition of a separate ICE (Internet Content Edge) server was the main scope of this project as an ideal solution to migrate 12 existing services and addition of 4 new services to be established as a successful migration.
3) ATR (Automated Traffic Re-routing)
Provision of an automated shift over system for the SEAMEWE3 Fiber cable under sea in Perth region, to minimize the restoration time in case of disconnection, which currently was taking around 7 days for manual restoration process, this solution was focused on minimizing that to a couple of hours to get everything up and running. Network environment provided to the Test Mangers to test this new solution, by E2E device connectivity through Fiber optics, creation and configuring of Bundle interfaces in Cisco devices for the testers to perform different testing tasks within the environment.
Great schedule guarantee and great health insurance benefits
At Telstra, it is expected that we are busy answering queries from our customers. And since we are catering business customers, we must always make sure that we are covering all their inquiries within that call and at the same, make sure that we do not waste their time as they are very busy people. Dealing with these type of people, it had help me improve on how I can deal with every customers in a very professional way. I learned that learning is not just coming from your leaders, but it also comes from your colleagues and even your customers. With the help of great management, I can definitely say that your employees would love their jobs that makes them stay and help the business a lot. If you have cool and fun environment helps the stress cool down.
I could just say that the very thing that would really make things hard on your job are those customers that are not willing to listen, yet are calling to get your assistance to resolve whatever their concerns are. These type of customers are, of course, needed to be treat still professionally and just have to get more patience with them. But in the end of the day, especially when you know that there are a lot of happy customers because of the service that you have given them, that is the most satisfying and fulfilling thing that you'll feel.
And of course, let's not forget all those treats that you get from the company like bonuses, free meals, movie tickets, and other stuff that they give as rewards. There's also the
Prosgreat health insurance given to the employee and the dependents
Conslong hours and high standard of stats that seems impossible to achieve
Questions And Answers about Telstra
What interview questions do they ask at Telstra?
Asked 27 Mar 2017
Relevant questions to the position.
Answered 30 Mar 2019
Answered 2 Mar 2019
Why did you leave your job at Telstra?
Asked 17 Mar 2017
Answered 14 Dec 2018
Telstra went through a restructure at that time and many people were retrenched
Answered 19 Aug 2018
What are the benefits and perks of working at Telstra?
Asked 14 Mar 2017
Honorable it must be achieve and gain in the accomplishment
Answered 27 Sept 2018
No perks available for low level staff
Answered 19 Jan 2018
What is the company culture like at Telstra?
Asked 29 Jan 2018
In general Telstra was one of the best company to work for however when I moved to QLD found the call center in there controlled by its inhuman (commie style) leaders leaving all Telstra values behind, Sad to say the place was like a cult, was a great to leave fighting for four odd years.
Answered 4 July 2020
Excellent and wish to go back.
Answered 30 Jan 2019
What should you wear to an interview at Telstra?
Asked 15 May 2017
Its generally required that you wear Semi-formal or Casual-Smart wear to an interview at Telstra, depending on your role and expectations.