Testra Case Study Essay

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Customers
Regarding to Kidman (2010), nowadays 88 percent of customers prefer to use multiple channels through internet data, including call centre, search and social networking, to resolve the problems and Telstra announces that there are decreasing the number of clients who contact call centre and customer service via phone. Telstra’s customers are changing the way they source the information. They are more likely to use digital channel. Thus, 24-hour call centre, which operates remotely, will not only reduce cost to the organisation, but also respond to the new generation lifestyle and increase the customer’s satisfaction.
Suppliers
Even though moving some unit offshore to another country will effect to some suppliers who related, Telstra has many difference …show more content…

Telstra’s strategies create a number of unemployment (Contact Centre Central 2016). Palmer (2016) reports that Unions disagree with this strategies and claims that this decision shows the company is putting profits before customer and staff. Moreover, the Communication Workers Union (CWU) demonstrates that Telstra’s strategies focus on only finding the cheap labour while the organisation ignore its impact on individual employees, on their families and on Telstra’s own service quality. Unions have been pressuring the government to respond and take action of this huge offshore outsourcing which will take away jobs from local people.
Owners
Apparently, offshore outsourcing strategies assist the company to reduce costs. Moreover, it will lead the company achieve its goal and increase its profitability. It assists the organisation to not only cut down costs but also can concentrate on improving its services as NBN requested $3 billion to investment for improving network. In addition, the Shareholder will get their interest which might be increasing.
Operations based in Australia and the associated

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