Redesigning a support model across the Philippines and Malaysia to cut cost and lift quality at the same time
The problem As Service Delivery Manager at Telstra, I was accountable for four vendors and 1,500+ employees across the Philippines and Malaysia — with rising support costs and inconsistent quality across offshore sites.
My role Service Delivery Manager, responsible for end-to-end service delivery, stakeholder communication during high-severity incidents, and continuous improvement across the region.
What I did
- Delivered an Assurance Contact Centre interim services project that redesigned the offshore support model.
- Collapsed Level 1 and Level 2 PSTN support into a single tier across offshore teams.
- Spearheaded a unifying quality framework across Customer Care, coaching management and leadership teams on the new standard.
Result
- $1.3M in confirmed savings across Malaysia and Philippines offshore teams
- 60% reduction in PSTN back-office-handling volume — a model later replicated in India and other complex product lines
- 100% compliance to audit process, quality improved to 85% across vendors, and customer advocacy scores lifted +10 across three offshore sites