Services Australia is switching its monster contact centre services contract to Optus after more than a decade with Telstra, with the smaller rival inking a new $578 million deal to replace the bulk of the work.
Optus’s six-year contract kicked off this week to allow an 18-month transition off Telstra’s contact centre systems by the end of next year to the new supplier’s cloud-based solution.
“Services Australia has the largest contact centre operation in the southern hemisphere and handles over one billion online transactions and 55 million calls annually. It’s vital we have efficient and effective tools and capabilities in place to support our customers,” an agency spokesperson said.
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