Originally Posted by
harryhv
Manila better than the ICC? Well, yes, the speaking clock is probably more knowledgeable than the stinking ICC.
But for those of us in Australia calling 131777, the service is considerably worse since UA's local agents were fired last year and replaced with the Manila CC.
Granted, you can still generally get a result in the end (unlike the stinking ICC) but you're still up for 5-10x longer per call.
I empathize with your downgrade in service. Despite the ICC trend here in the US, at least (1P +) US elites still have a good probability of being connected to experienced agents.
I hope UA uses its Manila operations as a best (better?) practice model for offshore call centers. Whether they substantially improve the ICC or take the easier/cheaper route of expanding Manila's responsibilities, that will ultimately result in a more positive experience for those customers who are connected to an offshore call center.