I've done business with call centers (and still do with Manila call centers but this time as customers) so i may provide some insights.

(1) Training: The call center agents people we are dealing with today are not from the top universities not like during the initial boom were during the early 2000s. Today, call center agents come from all types of background, and unfortunately, a lot has never traveled overseas or traveled Cathay. The solution to this is not to hire just from top universities but rather a good training course. CX needs to send good training courses, or materials.

Dell as an example (a lot of Filipinos can't afford a Dell) would ship their sample units and would provide training courses just so a BPO/CC agent knows what product he/she is fixing.

(2) Satisfying the customer (that's CX and not you the passenger): CC agents have metrics that is sacred to them, more sacred than actually helping you. Depending on how the program is run, the metrics could mean keep calls short, to actually having a competition of number of calls handled. Outbound call for sales of course has also a different metrics.

Where does we as passengers fit in then? We fit in by complaining to CX and hopefully the call center has QA specialist that listen to calls and rate the agents. But then again to the agent, metrics remain higher because that's what counts when it comes to dealing with the customer (again that's CX and not you, the passenger).

To resolve? complain to CX. get the person's name and email CX or the team leader. (I'd go CX than team leader because TLs doesn't really mean a higher ranking officer but maybe a team mate. They do have team leaders but would they provide you their TL contact?

This problem is something i still bear with regards to PH call centers. As an example, I handle some AT&T calls (order, disconnect, repair) as a customer and when dealing with PH agents handing AT&T repair, ordering, or disconnection; i make sure i speak the language to make them realize they are handling someone of Filipino descent. But that does not go to far. Sometimes they forgot, sometimes they still screw it up. Ad at most times i followup almost like begging. But at times speaking the language and explaining to them in detail what needs to be done, including telling them you know the process systems, does help and there are times there are no screw up at all.

Its a hit or miss.

Call Center quality in the Philippines is not what it used to be. And the irony, the cost of labor (the prime advantage of offshoring) is not getting anymore competitive. Still the Philippines as its advantage (labor willing to do night shift; supply in the sense of having a lot of fresh graduates every year needing a job and being CCA ends ups being their first job).

There is truth to what LapuLapu said it, that the populace does not experience what we experience, but that's not an excuse since i would imagine a lot of the CX cc agents based in HKG may have a similar but not exactly the same experience - they may have not taken a CX flight.

So its not exactly an excuse but its how it is.

I do hope Filipinos realize that quality is the next evolution to their being known as a hospitable and friendly nation. (We as Filipinos don't emphasize on quality. In fact, we like to say: Pwede na yan!).