Originally Posted by FlyerAl
In spite of what Doug promised regarding the elimination of offshore reps, almost a year has gone by and they're still here. In fact, if you call the old regular HP line (1-800-235-9292) an offshore agent is likely to answer the phone!
Al, they couldn't make the change overnight due to contracts. Additionally, hiring and training that many CSRs takes a load of time and management effort. I've done the same magnitude in two companies and I have to give US credit for moving as fast as they have. In addition, the decision to make the changes to the website and the manner they were deployed has made call volumes explode. Then to top it off, the misdirection of calls for SHARES based ticketing changes and questions to Sabre agents and vice versa has killed their productivity.
If they wouldn't have had the website problems and would have implemented intelligent IVR based routing, they should have had enough staff. But they didn't. They took two steps forward and two steps back...
Once the routing is fixed and as the website is improved, I think you will see higher customer service. In fact, I am willing to bet on it.