I want to clarify a statement that was attributed to me in a media article about the performance of our contact centres in Perth.
At a function yesterday I was asked about language challenges our customers report when speaking with people in some of our contact centres.
The point I made was that when we look into reports about accents, often we find the customer was actually speaking to someone in Australia. Perth was merely cited as an example, as we have many centres across Australia.
I went on to reinforce how critical it is that all of our people have good communication skills and are held to the same high standards of customer service.