Stay Connected with Telstra - What's New?
Stay Connected with Telstra
19 December 2003
Written by Patrick Tsang
Ever gotten home one day, open up your letterbox, finding your bills in it and receiving the shock of your life? Sound familiar to some of us doesn’t it. Telstra has decided to lead the way in the industry to address the issue of excessive unintended use of services by announcing the Courtesy Call initiative.
The Courtesy Call initiative will involve Telstra contacting customers before they receive their bills, where their account usage markedly exceeds their previous pattern of usage, enabling these customers to take control if the usage had been unintended. What Telstra propose to do is to contact the customer and advice of the marked increase so that the customer can alter usage, change to another plan that better suits their needs, or make a payment arrangement to make sure they don't fall behind.
In most cases, some customers experienced unintended use of their fixed, mobile or internet services and only became aware of it when they received their bills, getting the shock of their life. Unintended use occurs in many ways, such as customers using their services at a level that gets away from them or where friends or family members use their services either without their knowledge or more excessively than they thought.
This new service will start with a pilot this week and will be fully implemented across fixed, mobile and internet services by mid-2004. During the pilot Telstra will test the appropriate parameters to determine exactly how it will work.
The pilot will initially target a sample of bills that go over $1000, where usage is more than twice the average amount spent, to gauge customer reaction to this initiative. In 2004, the credit management system will be tailored to identify customers' usage patterns and detect any unusual aberration automatically.
The launch of the Courtesy Call initiative is one aspect of a new community awareness campaign, called Stay Connected, which aims to help all customers understand the range of payment and account management options Telstra offers.
The awareness campaign is an ongoing initiative that involves:
A specialised team of customer service consultants will be trained in how to identify customer accounts with unusually high usage and charges and will be contacting customers.
- All new customers receiving a brochure commencing in January, highlighting the options that are available to help them manage their accounts with Telstra;
- A targeted brochure being inserted into reminder notices commencing in February, and continuing in March and April next year, highlighting the account management options available to Telstra customers;
- Launch of a Stay Connected website that provides customers with detailed information on how they can better manage their Telstra accounts; and,
- Ongoing communications with key welfare and community organisations to ensure they are aware of the many payments and product options that are available to their members who are also Telstra customers.
Telstra respect their customers’ privacy, therefore, all privacy obligations will be adhered to as part of the Courtesy Call initiative and customers wishing to opt out will be able to do so after receiving an initial call.
We at iMobile.com.au would be interested to see if other network carriers will implement such a system to their services also in the near future. =)