Call centre workers at breaking point over failed IT system
Telstra boss Sol Trujillo's latest blunder may have cost the major Telco millions of dollars in lost profits as workers grapple with the introduction of a faulty IT system, the Community and Public Sector Union said today.
Less than three months since Mr Trujillo's decision to introduce the IT system known as Siebel, Telstra inbound call centres have been choked with long delays and errors, costing the Telco important customer business.
According to a CPSU survey of hundreds of Telstra call centre workers 96 per cent believed the faulty IT system was to blame for a loss of business while 86 per cent of staff believed they were being held responsible for the system's failures.
The CPSU said pressure on call centre workers to meet performance targets had not eased since the introduction of the faulty IT system as delays and errors continue to hamper the ability of staff to do their job.
CPSU National President Louise Persse said Mr Trujillo and Telstra's management had failed to take responsibility for the bad decision, instead punishing staff for the fall in customer business.
"Mr Trujillo's so-called IT transformation has run over schedule and over budget and the Telstra boss has clearly introduced this system before it was ready, creating massive problems for call centre workers and their customers," Ms Persse said.
"However, rather than take responsibility for the bungled IT system Mr Trujillo and Telstra management have punished call centre staff for falling customer business."
"An unworkable IT system has meant that many Telstra workers are struggling to meet their targets, targets they are forced to meet to make up their take home pay.
"It's high time that Mr Trujillo took responsibility for his bad decisions and made a commitment to fix this mess," she said.
"Mr Trujillo should shelve his failed IT system and suspend services targets for call centre staff until this so-called IT transformation mess can be cleaned up."
The CPSU has written to ComCare seeking an investigation into the negative Occupational Health and Safety impacts of the new IT system.
Meanwhile Telstra's Chief Operations Officer Greg Winn who has been in charge of the IT system's introduction has been handed 96 per cent pay increase, beefing up his pay packet to $11.2 million.
