This reinvention of the Optus customer care experience arrived not a moment too soon. This new way of solving customer problems helped Optus experts better support customers experiencing hardship after the devastating Queensland bushfires, COVID and NSW floods.

No more call-centre run arounds, complicated phone menus or being bounced between representatives, the new Community of Experts model comprises multi-disciplinary, collaborative teams. Each team can solve any customer query, whether it’s related to contracts, billing or products. The Experts are responsible for the customer’s enquiry end-to-end.

Optus’ largest-ever operational transformation, it has resulted in record-high NPS and other performance scores, including high employee engagement.