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Customer Service Delivery performance measures

Telstra has advised the CWU that it has begun briefing Customer Service Delivery (CSD) staff on performance criteria that will apply in their area in the 2014-2015. One-on-one meetings between employees and their managers have also started.

Telstra says the three areas of focus in CSD will be:

  • Customer experience
  • Quality
  • Productivity

It will be interesting to see what impact the automation and centralisation of dispatch functions has on individual metrics in these areas. 

During the trial of the system in Adelaide last month, members reported experiencing longer travel times and less efficient batching of jobs than had been occurring under the manual system. It would clearly be inequitable for individual employees to suffer any disadvantage in their performance assessments as a result of system inefficiencies. 

Members experiencing system-related difficulties are advised to keep a record of such problems and report them to their local union branch.

Meanwhile members should note that while Telstra will use its new performance management system, My Future, to manage one-on-one meeting times and spell out performance expectations, the system will not provide access to individual performance data – except to the relevant manager and to the Telstra “talent team”.


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