Q. What is happening with the outsourcing of Reservations?
A. We know the quality of our outsourced reservations services
has been a huge (issue?). Scott Kirby, our EVP of marketing and sales has
been listening to those calls himself and his findings indicate some
of the service is as bad as you hear. We know we have to fix this
issue and we’re making changes to bring much of the operation
back in house – a process that takes time.

To that end, we have continued to hire in Phoenix to backfill
positions left open due to normal attrition. We also have begun to
hire in Reno and in Winston/Salem and will be bringing some of
the currently outsourced work back in house. Our overall goal is
to ensure our customers experience a service we can all be proud
of. We’re not there today and are moving quickly to improve the
current situation by bringing some of that work back in-house.
:cool:

I heard something similar recently, along the lines that DP is not a fan of outsourcing. New hires are occurring in W/S to replace the non-domestic call centers. This will be good news no matter what your status.

I heard something similar recently, along the lines that DP is not a fan of outsourcing. New hires are occurring in W/S to replace the non-domestic call centers. This will be good news no matter what your status.

I have seen jobs listed for all three domestic reservation centers RNO, PHX and W/S on Monster.com they will keep hiring and start shifting the call volume stateside. It doesn't sound like they plan on immeditaly getting rid of all oversees calls (maybe contract issues or just short term practicality) but I would expect they will just keep moving more and more back until it is no longer a customer relations issue. ^