Some quotes from the ABC 4 Corners investigation into Telstra call centres:
JOHN ROLLAND, EXECUTIVE DIRECTOR, TELSTRA CUSTOMER SALES & SERVICE : If a person who joins us over time is not able to achieve the balanced scorecard
that we've got — and it's not just about sales; it's about customer service and other issues — then we will have a discussion about them finding other opportunities outside Telstra.
QUENTIN MCDERMOTT (reporter): "Help me understand" wasn't the only language used in the team leaders' training course. There were other terms being bandied about. "Dragons", "submarines" and "savages" were also referred to by at least one teacher. "Dragons" got in your way, or blocked you.
Telstra uses a 'performance improvement process' called PICM - Performance Improvement and Conduct Management.
Two Telstra employees have committed suicide since these US-style work practices have been introduced.http://www.abc.net.au/4corners/content/2007/s1954636.htm