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Aussie reveals plan to boost customer service

Reporter 1 minute read

Aussie Home Loans has announced it will establish its own in-house customer service centre.

The call centre, which will be based in Sydney, is expected to commence operations in mid-October.

Aussie chief executive James Symond said the decision to insource the call centre is a key part of the group’s strategic and cultural objective to deliver the best customer service proposition possible to its customers and brokers across all areas of the business.

“After careful analysis of our options, including our current outsourced call centre operated by TeleTech, we just kept coming back to the fact that we want to deliver more – more for our customers, become more focused on service excellence, and add additional capabilities to this important part of Aussie,” Mr Symond said.

“We think this is best achieved by directly managing all of our customer contact points and truly becoming one team.”

Mr Symond thanked TeleTech for the integral role it has played in Aussie’s growth and success during an 11-year partnership.

“We will be working very closely with TeleTech to unwind our business operations and successfully establish our new Aussie customer service centre,” he said.

[Related: Aussie launches new credit-scoring tool]

Aussie reveals plan to boost customer service
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