Performance Monitoring in Telstra
Conveners
Most of us would probably know someone or know of someone who works or
has worked in a call centre environment.
You may be interested in reading the transcript of 'Tough Calls' about
performance monitoring in our largest telco Telstra (and a large
Australian employer for that matter) about performance monitoring of
its call centre staff and field (technical) staff.
The episode screened this week on the ABC's Four Corners.
In the interview, there is a voice recording of Greg Winn, Telstra's
Chief Operations Officer who says:
"We're not running a democracy. We don't manage by consensus. We're
criticised for it but the fact of the matter is we run an absolute
dictatorship and that's what's going to drive this transformation and
deliver results.
It's a cultural issue. If you can't get the people to go there, and
you try once and you try twice, which is sometimes hard for me but I
do believe in a second chance, then you just shoot 'em and get them
out of the way you know and put people in that you can teach the new
business process to and drive on.
And that's the kind of thing that you have to do if you're serious
about changing things and we are obviously changing"
To read the full transcript of 'Tough Calls' visit:
http://www.abc.net.au/4corners/
There is also a forum with comments from the public.
Your thoughts on this issue are welcomed,
Regards,
Julia Armitt