Why are all telcos unable to manage any customer service at all?

Recent experiences with two different telcos add up to the same thing – shockingly poor customer service.

#1 There have been a series of problems with one of the web pages I’m associated with. The telco in question has DNS problems every other day such that the site disappears. When the webmistress calls to ask she gets crap answers and the problems continue.

#2 I have recently filled out forms to transfer my mobile number from the work account to my own personal account (a service that was launched not long ago with much fanfare). Since then nothing has happened, in spite of me making a personal visit to a store to check how to fill out the form, except the telco has sent me two separate letters asking for the same info. The only problem is – I’ve already given them that info.

It was no surprise for me to discover that the most hated supplier of all for my class mates at university is ‘telcos’ in their various forms.

Author: Kate Carruthers

Kate Carruthers is Chief Data & Insights Officer for UNSW Sydney, and is also an Adjunct Senior Lecturer in the School of Computer Science & Engineering. She is certified in information security and is currently undertaking postgraduate studies terrorism and security. Kate has extensive experience in senior roles in ICT, marketing, data and digital; and is a member of the NSW Government’s Data Analytics Centre Advisory Board. Kate is currently working at the intersection of data analytics, AI, ML, privacy, cyber security, and data protection.