Transurban Group General Manager Queensland, Wes Ballantine announced up to 100 redundancies saying: “This absolutely has been done for customer service improvement, not cost reduction.’’
The vast majority of the redundancies would be voluntary, he said.
Transurban’s toll networks in Sydney and Melbourne have been using the Philippines call centre, operated by Salmat, since 2010.
The company said about 50 call centre staff would be retained at its Eight Mile Plains base in Brisbane to handle complex or ‘’escalated’’ calls.
“The community experience is that people have questions — people question tolls, people have a right to be able to talk to someone in person about these matters.’’
Transurban paid the state-government-owned Queensland Investment Corporation $7 billion for the tolling rights to the Gateway and Logan motorways, CLEM7 tunnel, Go-Between Bridge and the yet-to-open Legacy Way tunnel.