Business-grade telecommunications company Macquarie Telecom has announced its new plans for a $5 million contact centre in the Sydney CBD.
The centre will house 40 specialist staff to field enquiries – bucking the trend of telecommunications providers outsourcing their customer support service.
Communications minister Eric Roozendaal was on site to launch the new centre, which is located on the upper floor of a CBD building where Macquarie was already renting office space.
Mr. Roozendaal said he was very happy to see a customer centre remaining on Australian shores in spite of the outsourcing precedent established by other providers.
“It’s a refreshing change to see a contact centre not being moved offshore.”
Minister for Broadband, Communications and the Digital Economy Stephen Conroy was also present, offering his support for the new site.
“In an industry often dominated by poor customer service, it is fantastic to see an Australian telecommunications provider setting the global standard for the care of its customers.”
Macquarie Telecom CEO David Tudehope said that the decision to keep the contact centre onshore came after a study of 10 contact centres in the US, reaching the conclusion that personality is the most important ingredient in creating success.
“We didn’t want anyone from the telecoms industry or the call centre industry. Needless to say we interviewed over 1000 people.”
