CALL CENTRES – AUSTRALIA

CBA trials AI to replace local call centre staff

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Original article by Paul Smith
The Australian Financial Review – Page: 16 : 17-Sep-24

The Commonwealth Bank is trialling a ChatGPT-style platform called Hey CommBank, with a view to use it to potentially replace thousands of local call centre staff. CBA chief data and analytics officer Andrew McMullan says he expects there will come a time when its customers have become so used to using ChatGPT-style services that it will become the way that they interact with the bank, while Finance Sector Union assistant secretary Nicole McPherson has labelled the CBA’s plans to replace local call centre staff with its Hey CommBank platform as "disrespectful and tricky".

CORPORATES
COMMONWEALTH BANK OF AUSTRALIA – ASX CBA, FINANCE SECTOR UNION

Charities caught in staff pay inquiry

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Original article by Elizabeth Colman, Kylar Loussikian
The Australian – Page: 3 : 14-Apr-16

The Fair Work Ombudsman will investigate the underpayment of staff at call-centre operator MonDial Telephone Fundraising. The Sydney-based company, which is used by charities such as Greenpeace and Oxfam in their fund-raising activities, has conceded that its staff were not paid award rates. Tim Gunstone of the National Union of Workers says charities must ensure that third parties which provide fundraising support services do not exploit their employees. The NUW is keen for the for-profit charitable fundraising sector to be unionised.

CORPORATES
AUSTRALIA. FAIR WORK OMBUDSMAN, MONDIAL TELEPHONE FUNDRAISING, NATIONAL UNION OF WORKERS, GREENPEACE, OXFAM, AUSTRALIAN MARINE CONSERVATION SOCIETY INCORPORATED, THE WILDERNESS SOCIETY, UNITED NATIONS. INTERNATIONAL CHILDRENS’ EMERGENCY FUND