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Thread: SQ to outsource telephone reservations to India
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Old Feb 18, 2007 | 4:39 am
  #4  
zvezda
20 Years on Site
 
Join Date: Jul 2002
Programs: UA 1MM, SPG Lifetime Platinum, Marriott Gold, IHG Platinum
Posts: 2,796
The effect of BD's outsourcing their call centre to India has been that they are now open twice as many hours per week and 20 minutes waiting on hold has changed to 1 minute waiting on hold. It took a few months for the new agents to get up-to-speed, but now they're just about as good as the UK agents were. Overall, I'm very happy with the change.

My UA calls have always been routed to US call centres, so I have no experience with UA's India call centre.
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