Originally Posted by
Land-of-Miles
This board is littered with countless examples of AMB call centre incompetence, indeed there are plenty of examples on this very thread.
If you believe that a call centre offshored to the cheapest possible locatiom with Emglish speaking staff, who are often poorly trained is acceptable you have a very low satisfaction threshold.
I mainly call about other issues e.g. No 241 voucher some 8 months after my last RA requalification amd almost always get poor service.
RA has great benefits and IHG has some good properties and staff but the rewards programme is poorly run and has been for quite some time.
Again, your opinion. Manila is definitely not the cheapest call centre location with English speaking staff, FYI. My company has a +/- 2000 seat call centre in Manila, with excellent staff quality and performance, based on both internal and external measures. Training is key, I agree. My experience with IHG has always been very good, but I won't make sweeping generalisations. As for this forum being "littered" it's meaningless in the scope of IHG's membership, so hardly a representative sample.
Regardless, it looks like you've dropped the contention that there is any link with program construction, which is a positive step.