Commonwealth Bank opens new Hobart Call Centre

31 August 2001

The Premier of Tasmania, the Hon. Jim Bacon, today officially opened the Commonwealth Bank’s new Call Centre in Collins St, Hobart.

The centre will employ about 300 people, bringing to 500 the total number of new permanent positions created in Tasmania under the assurances the Group made to Tasmania in relation to its merger with the Colonial Trust Bank in June 2000.

Ms Gail Kelly, the Group’s Head of Customer Service Division, said that while some of the assurances covered service retention and price, other assurances were more specific to Tasmania.

“These assurances committed the Group to creating employment opportunities and supporting on-line development and computer based training in this State,” Ms Kelly said. 

“As well as supporting on-line learning centres of excellence at secondary schools and the University of Tasmania, we are committed to the Communities Online Network which, I am pleased to say, is booming.”

Ms Kelly said this emphasis on IT followed all the way through to the sorts of jobs the Group is seeking to create for Tasmanians, such as at the call centre officially opened today. 

Call centres had become vital to the Group’s operations because of the rapid growth in customer demand for telephone banking services to supplement our face-to-face, ATM, Internet and EFTPOS networks.

The Commonwealth Bank has more than five million customers with registered telephone banking passwords.  The Group’s call centres employ about 2,200 staff and take some 130 million calls a year. 

Ms Kelly said despite this growth the Group did not intend that telephone or electronic banking should supersede face-to-face services.   “At last count, the Group has more than 4000 points of face-to-face representation across Tasmania,” she said.  “This far exceeds our competitors, and we take care not to leave personal customers without the option of face-to-face banking.”