CX Call Centers
 

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?

I think they recently moved English speaking Reservations to Manila. I remember hearing HK English accents some months ago when calling reservations, but now they are all Filipinos. MPC was all the while in manila or somewhere in PH.

Oh yeah, I forgot about languages... Cantonese, Mandarin, English, Japanese, Korean... and other languages with country-specific direct numbers delegated to each local office with associated operating hours in local time, languages such as Thai and Vietnamese...

This is a lot to manage! Kudos to whomever is in charge of all of this...

The English centre has been in Manila for a few years now. I recall a thread here complaining at their incompetence and I had offered my share of complaints in that thread as well.

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.

https://www.flyertalk.com/forum/cath...ilippines.html

https://www.flyertalk.com/forum/cath...ways-busy.html

I called the CX English customer service line from the USA a few days ago and I would have guessed I was calling Hong Kong, not the Philippines, only based on the accents. Customer service was excellent on both calls.

English MPC higher status line is definitely HK, one can tell by the accent.

I had the best service multiple times calling that line, selecting English, when the agent's accent is detected, switch to speaking Canto. You can sense a feeling of relieve in the agent's tone.

Europe has call centres in one of the Eastern European countries. I have had dismissive attitudes when calling the "UK" line for reservations.

I think they also have one in Spain based on the e-ticket I had issued.

The North American call center is in Vancouver. Most of the agents working there are originally from Hong Kong which explains the Cantonese accent.

The European center is in Krakow, Poland. I've seen job openings for various European languages from time to time. From the website below Krakow was the 4th center and the 3 before is probably HK, Vancouver and Manila

https://biuroprasowe.cbre.pl/43486-c...fice-in-krakow

Interesting read... thanks for posting

Thanks for sharing! The Manila one, like the Beijing one, is just for MPO and AM, not for reservation, right?

Poland score quite high on the international English skill based on an 2018 EF research.