Telstra's customer categories

[Giles]

An excerpt from an article on Crikey - written by a Telstra call centre
employee.
http://www.crikey.com.au/business/2005/01/19-0005.html

Not that much of a surprise, I guess - I'd assume most telcos group
customers according to spend.

=-=-=
Customer categories

This is a big secret most people aren't aware of but should be. All
the customers ringing up Mobile Phones customer service at Telstra are
divided up into categories based on their financial position. The
robots work this out by taking your phone number and by deciding how
much you spend every month, put you into a category. At Moe, they look
after the poorest people who need some of the most help. They also used
to take the overflow where the calls that couldn't be put into one of
the categories. The consultant at Moe would work where the call should
really go, then transfer them there. It happens less these days because
of the robot voice.

The categories are:

* 'SELECT' - People who spend under 50$
Mainly mums and dads, kids, elderly people - people who don't use
mobiles much and often need a lot of guidance and a helping hand. All
these calls go to the Moe call centre.

* 'PLUS' - people who spend between 50$ and 100$

* 'PREFERRED' - high users who spend from 100$ upwards

* 'FIRST' - cash cows, high rollers, business people - people who spend
thousands every month

* CORPORATE/KEY ACCOUNTS - large companies have there own call
centres/specialists

For your interest, you should ring up 125111 and see how the
consultants flounder when you talk about the different categories
that's supposed to be a big secret.

Money, money, money

Another big secret that customers should know is that Customer service
has been changed to Customer Service and Sales. So every time a
customer rings up for help, the consultant is talking to the customer
about general stuff and then looking through their account and how much
they spend to see if they can sell them a new plan. This happens on
every call. Even when people just want basic help. The consultants are
forced by Telstra to meet a sales quota every day. If they don't meet
it, they get in trouble from their Team Leader.

At Moe, they probably kept those consultants who make them the most
money from customers and got rid of the others who made less. No matter
how good they were with the customers or how helpful they were.

You might want to speak to the Union Reps who look after the Moe Call
Centre, Hayden Jones and Emily Benardos. You might want to tell them an
anonymous member of their union sent this to Crikey.

=-=-=

[thegoons]

There's a way around that, ignore the robot's requests and wait to be
transferred to a generic droid.

"Giles" <call125111@email.com> wrote in message
news:1106114048.136757.162650@f14g2000cwb.googlegr oups.com...
> An excerpt from an article on Crikey - written by a Telstra call centre
> employee.
> http://www.crikey.com.au/business/2005/01/19-0005.html
>
> Not that much of a surprise, I guess - I'd assume most telcos group
> customers according to spend.
>
> =-=-=
> Customer categories
>
> This is a big secret most people aren't aware of but should be. All
> the customers ringing up Mobile Phones customer service at Telstra are
> divided up into categories based on their financial position. The
> robots work this out by taking your phone number and by deciding how
> much you spend every month, put you into a category. At Moe, they look
> after the poorest people who need some of the most help. They also used
> to take the overflow where the calls that couldn't be put into one of
> the categories. The consultant at Moe would work where the call should
> really go, then transfer them there. It happens less these days because
> of the robot voice.
>
> The categories are:
>
> * 'SELECT' - People who spend under 50$
> Mainly mums and dads, kids, elderly people - people who don't use
> mobiles much and often need a lot of guidance and a helping hand. All
> these calls go to the Moe call centre.
>
> * 'PLUS' - people who spend between 50$ and 100$
>
> * 'PREFERRED' - high users who spend from 100$ upwards
>
> * 'FIRST' - cash cows, high rollers, business people - people who spend
> thousands every month
>
> * CORPORATE/KEY ACCOUNTS - large companies have there own call
> centres/specialists
>
> For your interest, you should ring up 125111 and see how the
> consultants flounder when you talk about the different categories
> that's supposed to be a big secret.
>
> Money, money, money
>
> Another big secret that customers should know is that Customer service
> has been changed to Customer Service and Sales. So every time a
> customer rings up for help, the consultant is talking to the customer
> about general stuff and then looking through their account and how much
> they spend to see if they can sell them a new plan. This happens on
> every call. Even when people just want basic help. The consultants are
> forced by Telstra to meet a sales quota every day. If they don't meet
> it, they get in trouble from their Team Leader.
>
> At Moe, they probably kept those consultants who make them the most
> money from customers and got rid of the others who made less. No matter
> how good they were with the customers or how helpful they were.
>
> You might want to speak to the Union Reps who look after the Moe Call
> Centre, Hayden Jones and Emily Benardos. You might want to tell them an
> anonymous member of their union sent this to Crikey.
>
> =-=-=
>

[A User]

On Wed, 19 Jan 2005 17:24:10 +1100, "thegoons" <thegoons@bigpond.com>
wrote:

>There's a way around that, ignore the robot's requests and wait to be
>transferred to a generic droid.
>

If you can get through to the right area on the voice recognition
system in a reasonable time...

>"Giles" <call125111@email.com> wrote in message
>news:1106114048.136757.162650@f14g2000cwb.googlegr oups.com...
>> An excerpt from an article on Crikey - written by a Telstra call centre
>> employee.
>> http://www.crikey.com.au/business/2005/01/19-0005.html
>>
>> Not that much of a surprise, I guess - I'd assume most telcos group
>> customers according to spend.
>>
>> =-=-=
>> Customer categories
>>
>> This is a big secret most people aren't aware of but should be. All
>> the customers ringing up Mobile Phones customer service at Telstra are
>> divided up into categories based on their financial position. The
>> robots work this out by taking your phone number and by deciding how
>> much you spend every month, put you into a category. At Moe, they look
>> after the poorest people who need some of the most help. They also used
>> to take the overflow where the calls that couldn't be put into one of
>> the categories. The consultant at Moe would work where the call should
>> really go, then transfer them there. It happens less these days because
>> of the robot voice.
>>
>> The categories are:
>>
>> * 'SELECT' - People who spend under 50$
>> Mainly mums and dads, kids, elderly people - people who don't use
>> mobiles much and often need a lot of guidance and a helping hand. All
>> these calls go to the Moe call centre.
>>
>> * 'PLUS' - people who spend between 50$ and 100$
>>
>> * 'PREFERRED' - high users who spend from 100$ upwards
>>
>> * 'FIRST' - cash cows, high rollers, business people - people who spend
>> thousands every month
>>
>> * CORPORATE/KEY ACCOUNTS - large companies have there own call
>> centres/specialists
>>
>> For your interest, you should ring up 125111 and see how the
>> consultants flounder when you talk about the different categories
>> that's supposed to be a big secret.
>>
>> Money, money, money
>>
>> Another big secret that customers should know is that Customer service
>> has been changed to Customer Service and Sales. So every time a
>> customer rings up for help, the consultant is talking to the customer
>> about general stuff and then looking through their account and how much
>> they spend to see if they can sell them a new plan. This happens on
>> every call. Even when people just want basic help. The consultants are
>> forced by Telstra to meet a sales quota every day. If they don't meet
>> it, they get in trouble from their Team Leader.
>>
>> At Moe, they probably kept those consultants who make them the most
>> money from customers and got rid of the others who made less. No matter
>> how good they were with the customers or how helpful they were.
>>
>> You might want to speak to the Union Reps who look after the Moe Call
>> Centre, Hayden Jones and Emily Benardos. You might want to tell them an
>> anonymous member of their union sent this to Crikey.
>>
>> =-=-=
>>
>

[Michael]

"Giles" <call125111@email.com> wrote in message
news:1106114048.136757.162650@f14g2000cwb.googlegr oups.com...
> An excerpt from an article on Crikey - written by a Telstra call centre
> employee.
> http://www.crikey.com.au/business/2005/01/19-0005.html
>
> Not that much of a surprise, I guess - I'd assume most telcos group
> customers according to spend.

None of the below is a secret

[Michael]

"thegoons" <thegoons@bigpond.com> wrote in message
news:356cobF4j7m8lU1@individual.net...
> There's a way around that, ignore the robot's requests and wait to be
> transferred to a generic droid.

You will get transferred to the lowest-spend group.
As low-spend customers dont use complex products, the consultant may not be
trained to help you with your enquiry, and thus you have wasted your own
time

[Albert Alcoceba]

On 18 Jan 2005 21:54:08 -0800, "Giles" <call125111@email.com> wrote:

>Another big secret that customers should know is that Customer service
>has been changed to Customer Service and Sales. So every time a
>customer rings up for help, the consultant is talking to the customer
>about general stuff and then looking through their account and how much
>they spend to see if they can sell them a new plan. This happens on
>every call. Even when people just want basic help. The consultants are
>forced by Telstra to meet a sales quota every day. If they don't meet
>it, they get in trouble from their Team Leader.

Standard procedure at call centres in all the companies I've worked
for. Why should Telstra be different? It's a good opportunity to
sell something to a customer who otherwise wouldn't be thinking of
buying. Eg. You're having xyz problem with Product A? Yes
unfortunately that does happen. However if you buy one of our new
Product B - that problem is no longer there, plux you get abc on top!
If you quote me your credit card number we'll send one out straight
away.




Albert Alcoceba
<><
alberta@REMOVE.ihug.com.au
http://aussietrains.fotopic.net/
Remove REMOVE

[Brendon]

"Michael" <michael@yahoo.com> wrote in message
news:BLpHd.124465$K7.3596@news-server.bigpond.net.au...
> As low-spend customers dont use complex products, the consultant may not
be
> trained to help you with your enquiry, and thus you have wasted your own
> time

So by that logic, high spend customer must use complex products. Stupid.

Telstra must not realise that there are who spend shitloads, but do nothing
more complicated than make shitloads of calls per month.

[thegoons]

"Michael" <michael@yahoo.com> wrote in message
news:BLpHd.124465$K7.3596@news-server.bigpond.net.au...
>
> "thegoons" <thegoons@bigpond.com> wrote in message
> news:356cobF4j7m8lU1@individual.net...
>> There's a way around that, ignore the robot's requests and wait to be
>> transferred to a generic droid.
>
> You will get transferred to the lowest-spend group.
> As low-spend customers dont use complex products, the consultant may not
> be
> trained to help you with your enquiry, and thus you have wasted your own
> time

Not really, I just refer the issue to Telstra complaints unit (CRC) or to
the TIO/ACCC - let them do the running around for me.

[thegoons]

and can be overriden by entering a false mobile phone number of another
high-user, then claiming the robot fucked-up!

"Michael" <michael@yahoo.com> wrote in message
news:BLpHd.124466$K7.46562@news-server.bigpond.net.au...
>
> "Giles" <call125111@email.com> wrote in message
> news:1106114048.136757.162650@f14g2000cwb.googlegr oups.com...
>> An excerpt from an article on Crikey - written by a Telstra call centre
>> employee.
>> http://www.crikey.com.au/business/2005/01/19-0005.html
>>
>> Not that much of a surprise, I guess - I'd assume most telcos group
>> customers according to spend.
>
> None of the below is a secret
>
>

[The Family]

"Michael" <michael@yahoo.com> wrote in message
news:BLpHd.124465$K7.3596@news-server.bigpond.net.au...
>
> "thegoons" <thegoons@bigpond.com> wrote in message
> news:356cobF4j7m8lU1@individual.net...
> > There's a way around that, ignore the robot's requests and wait to be
> > transferred to a generic droid.
>
> You will get transferred to the lowest-spend group.
> As low-spend customers dont use complex products, the consultant may not
be
> trained to help you with your enquiry, and thus you have wasted your own
> time
>

That doesn't sound logical. High Spend does not necessarily mean complex
products. I know plenty of tradesmen who make $500+ of calls/month. They
do nothing else but talk. Often, they don't even use voicemail because it's
too much hassle for them to sort the inbox and call people who are hassling
them for service. (

I know that sounds like poor service from the tradesman but in the current
market good tradesmen who are available for new customers are as rare as....

>

[Nick Adams]

Giles wrote:
<snipped the dribble>

OMG!!! A company that wants to sell stuff??!!! Who would have thunked
(sic) it?

Why is this news?

[Michael]

"Brendon" <no@way.man> wrote in message
news:41ee346f$0$3605$61c65585@un-2park-reader-02.sydney.pipenetworks.com.au...
> "Michael" <michael@yahoo.com> wrote in message
> news:BLpHd.124465$K7.3596@news-server.bigpond.net.au...
> > As low-spend customers dont use complex products, the consultant may not
> be
> > trained to help you with your enquiry, and thus you have wasted your own
> > time
>
> So by that logic, high spend customer must use complex products. Stupid.

Thats how it tends to work

[Michael]

"Nick Adams" <usenet@narkov.com> wrote in message
news:41ee5881$0$20754$afc38c87@news.optusnet.com.a u...
> Giles wrote:
> <snipped the dribble>
>
> OMG!!! A company that wants to sell stuff??!!! Who would have thunked
> (sic) it?
>
> Why is this news?

Because everyone loves a good conspiracy theory, especially when Telstra is
involved

[Michael]

"thegoons" <thegoons@bigpond.com> wrote in message
news:356tnlF4hg75uU1@individual.net...
> and can be overriden by entering a false mobile phone number of another
> high-user, then claiming the robot fucked-up!

What use is that?
When you get through to the consultant you will fail ID, they will ID you on
your correct number and transfer you to the correct area.
Thus another waste of your time, by your own volition

[Rod Speed]

"thegoons" <thegoons@bigpond.com> wrote in message
news:356ti2F4hln29U1@individual.net...
>
> "Michael" <michael@yahoo.com> wrote in message
> news:BLpHd.124465$K7.3596@news-server.bigpond.net.au...
>>
>> "thegoons" <thegoons@bigpond.com> wrote in message
>> news:356cobF4j7m8lU1@individual.net...
>>> There's a way around that, ignore the robot's requests and wait to be
>>> transferred to a generic droid.
>>
>> You will get transferred to the lowest-spend group.
>> As low-spend customers dont use complex products, the consultant may not be
>> trained to help you with your enquiry, and thus you have wasted your own
>> time

> Not really, I just refer the issue to Telstra complaints unit (CRC) or to the
> TIO/ACCC - let them do the running around for me.

And it wont be long before you get flagged as a serial pest.

[Mal]

Giles wrote:
> An excerpt from an article on Crikey - written by a Telstra call centre
> employee.
> http://www.crikey.com.au/business/2005/01/19-0005.html
>
> Not that much of a surprise, I guess - I'd assume most telcos group
> customers according to spend.
>
> =-=-=
> Customer categories
>
> This is a big secret most people aren't aware of but should be. All


Yawn!

Just about every company in Australia treats their different "classes"
of customers differently.

Another Telstra beat-up story.

(Oh and before someone makes the comment, No I'm not a Telstra zealot... )

[Leo Gaggl]

Michael wrote:
>
> Because everyone loves a good conspiracy theory, especially when Telstra is
> involved
>
>

Where there is smoke there usually is fire. And in case of Telstra I can
tell you from repeated personal experience that there is PLENTY of fire.

Although on the customer classification bit I would say it's hardly
newsworthy - more like standard industry practice.

Leo

[Mark Addinall]

Regards, Mark Addinall (+61 7 32371349 'It is inexcusable for scientists to
torture ( 0414 838097 animals; let them make their experiments
..addinall@addinall.org on politicians and journalists instead' "
http://www.addinall@addinall.org
"Giles" <call125111@email.com> wrote in message
news:1106114048.136757.162650@f14g2000cwb.googlegr oups.com...
> An excerpt from an article on Crikey - written by a Telstra call centre
> employee.
http://www.crikey.com.au/business/2005/01/19-0005.html
>
> Not that much of a surprise, I guess - I'd assume most telcos group
> customers according to spend.

Gee. Go figure.

>
> =-=-=
> Customer categories
>
> This is a big secret most people aren't aware of but should be. All
> the customers ringing up Mobile Phones customer service at Telstra are
> divided up into categories based on their financial position. The


Of course Telcos' like all other businesses, cut up the user base with
some pretty sophisticated demographic statistics.

I have been a contractor for Telstra (and Optus), and I can tell you that
the quality of service does not depend on your spending rates.
The operaters in a NOC do not have access to the ODIN accounting
information to do that. Most of the silly bastards couldn't run it
anyway.

If you zoom into a world of communications contracting, and land
at Telstra, you will find your first week is filled with ehtical movies
on how to treat customers (and privacy), ethical CBT on how to
treat customers (and privacy) and a whole lot of paper things you
have to sign concerning customers (and privacy).

I am not a Telstra employee, nor a lover, they have some fuck-ups
like all organisations, but on the whole I must admit I was pretty
impressed at my time with Telstra. The department I worked
in looked after 20,000 switching devices, there never was more
than three problems outstanding, the guys and girls had a pro-active
approach to the job, most people at the desk by 0800,
adopting open source an Linux in areas where it made sense.
Blue jeans and T-Shirts were not frowned upon for techie staff,
PHP and PERL being a focus.
Not bad. I'd work for them again.
And, I'm quite a happy customer.

Mark Addinall.

[thegoons]

"Mark Addinall" <addinall@addinall.org> wrote in message
news:QiCId.129878$K7.20247@news-server.bigpond.net.au...
> If you zoom into a world of communications contracting, and land
> at Telstra, you will find your first week is filled with ehtical movies
> on how to treat customers (and privacy), ethical CBT on how to
> treat customers (and privacy) and a whole lot of paper things you
> have to sign concerning customers (and privacy).

Must be only a "formality". Are you telling me that all of Telstra's
outsourced frontline (eg: TeleTech, Telstra India etc) call centre staff get
a one-week ethics induction?

> The department I worked
> in looked after 20,000 switching devices, there never was more
> than three problems outstanding, the guys and girls had a pro-active
> approach to the job, most people at the desk by 0800,
> adopting open source an Linux in areas where it made sense.

Amazing how little faults you get when you have brain-dead droids on the
fault-lines to "filter" out genuine reports.

[Tony Lathouras]

"Michael" <michael@yahoo.com> wrote in message
news:BLpHd.124465$K7.3596@news-server.bigpond.net.au...
>
> "thegoons" <thegoons@bigpond.com> wrote in message
> news:356cobF4j7m8lU1@individual.net...
>> There's a way around that, ignore the robot's requests and wait to be
>> transferred to a generic droid.
>
> You will get transferred to the lowest-spend group.
> As low-spend customers dont use complex products, the consultant may not
> be
> trained to help you with your enquiry, and thus you have wasted your own
> time
>
>

.....and you will end up talking to Michael, so there is a couple of down
sides to this.