Why We’ll Always Keep Our Customer Service in Australia

Our commitment to you

Southern Phone is committed to always keeping our customer service centres right here in Australia.

When you phone customer service at many businesses these days, you’re increasingly likely to be connected with someone located in an entirely different country. But here at Southern Phone, we don’t want this to be the case. We intend to keep our customer service in Australia and we’re keen to let you know about that intention. Why? 

Because high-quality customer service matters to us a great deal. We believe keeping it local is one of the keys to providing exceptional service. And no doubt customer service matters to you, too.

If you’re wondering why we’ll always keep our customer service in Australia, here’s why:

We’re All About Supporting Our Local Economy

One of the main tenets of the Southern Phone philosophy is to give back to local communities. The only shareholders in Southern Phone are local councils. This means that all profits are returned to the community through these local councils.

The original mission of the organisation was to bring better, more affordable telecommunications options to regional Australia and then return the benefits to those communities themselves. Although we’ve since expanded beyond providing to just regional Australia, the idea of growing the pie for our community is still at the heart of everything we do. As stated in Our Values, “Southern Phone operates to maximize benefits to the community. It reflects the values, ethics and style of the people living in Regional Australia and presents those to our customers. Southern Phone only pursues profits to the extent they are required for company sustainability, service expansion and a return to shareholding Councils. Otherwise, prices are maintained at the lowest possible level to ensure maximum community benefit.”

Keeping our customer service in Australia is in direct correlation to these very aims. 

By keeping customer service in Australia, we’re supporting our local communities and their people in more ways than one. Not only by providing jobs but through the complete infrastructure that supports these local jobs. More jobs and infrastructure also yields increased economic gains, regional growth, and even an overall higher quality of life. We love keeping money in Australia and we intend to do it for the long haul.

Communication with People Who Know the Product

Another reason why we’ll always keep our customer service in Australia is that this allows our customers the ability to communicate with Australia-based agents who know the products and services we offer and who understand the unique needs of Australians. 

The importance of this cannot be overstated. 

Staff in our call centres know exactly what you’re dealing with when it comes to telco challenges and frustrations. They know the ins and outs of home phone services, mobile phone services, and Internet services in Australia. This knowledge and experience allows them not only to better relate to you as a customer, but uniquely places them to offer the very best solutions. 

We feel that keeping our customer service in Australia is an essential element to continuing to provide our best possible customer experience. 

We’re always striving to make continual improvements to our customer service, too. We are investing in technology and employing more staff. We anticipate that these changes will alleviate wait times for our Support Team, meaning you can contact us when needed and experience the world-class customer service experience that we aim to deliver.

Need to speak with us? We’re available to you. Our call centre is open 8 am –   AEDT Monday – Sunday. Call us on 13 14 64 or chat online.

Neil Aitken

Having worked in 3 countries for 4 telcos on both voice and data products, Neil is in a position to give you the inside track. Get beyond the marketing messages to the best plan for you.