October 29, 2005
Outsourcing in the Australian telecommunications sector increases customer complaints: John Pinnock
In releasing the annual report for the telecom industry in Australia, telecommunications industry Ombudsman John Pinnock warned that there is a significant increase in the number of customer complaints in this sector. He attributed this to outsourcing of the call center requirements.
According to Pinnock, outsourcing in the telecommunications sector reduces the control of the telecommunication company over call responses. At the same time, the outsource provider lacks the customer knowledge that is essential in dealing with customer requirements. Pinnock identified the companies where most of the complaints were located. PC Advisor reports:
Pinnock said complaints were consistently much higher in the telecoms industry than in banking, insurance and finance. Australian Mobile Telecommunications Association CEO Graham Chalker said the number of mobile phone subscribers in Australia is nearing 19 million, and argued that the report should be looked at in context.
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