The Australian | April 5, 2011 | Tracy Lee
IF you rang a Telstra call centre a month ago and was served by a nice, slightly nervous consultant called David, there’s a chance you were talking to the most senior person at the phone company.
Prompted by a cheeky invitation from consumer boss Gordon Ballantyne, Telstra chief David Thodey, along with his top executive team, found themselves manning the phones at the company’s spanking new “call centre of the future” premises at Melbourne’s Docklands.
The challenge took Thodey and team by surprise and this was evident as the moment was taped.
A documentary style video, capturing some of the tension, was shown to an analyst briefing yesterday and revealed a pained expression on the face of chief financial officer John Stanhope and a thinly masked visage of nervousness on business boss Deena Shiff at the thought of engaging with live, possibly irate, Telstra customers.
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