Originally Posted by
cmiller11101
If anyone knows, I'm just curious:
- Where does CX operate call centers?
- I guess the main one is in Cathay City in Hong Kong? Where else?
- How are agents organized?
- Reservations (general)? Reservations (DM)?
- I've also recieved a callback from "finance" before, so maybe that's another group (or maybe they're not even in the call center. Idk)?
- How many people work in the call center?
- When is peak hour? During the HK workday or HK evening?
Aside from CX, MPC also operates its own call center and phone numbers. Is this call center in the same facility as CX?
Finally, Asia Miles also has its own contact center... but I guess that's totally separate all together?
The MPO/AM call centre and reservation call centre are separate. MPO/AM call centres are in Tsuen Wan (Eng/Canto/Mandarin and operated by PCCW), Manila (Eng), and Beijing (Mandarin). Don't know where the Jp and Kr agents are located. I know they have a reservation call centre somewhere in Guangdong (which can handle both Canto and Mandarin and they can probably hire agents who are paid less), but I'm also sure they have people in Hong Kong and Taipei at least. I think these call centres are "shared" in the sense that, if there's an overflow somewhere, other agents can help.
In North America, historically all calls are routed to Vancouver, but not sure if this is still the case. There used to also be a team in Mumbai, but I don't know if that is still operating.