CO reservations "in Salt Lake City"
Jun 20, 2005, 7:38 pm
#1
Original Poster
Join Date: Feb 2000
Location: New York, NY, US
Posts: 424
CO reservations "in Salt Lake City"
Lately, when I've called CO Reservations, I've noticed that they indicate that the agents indicate that they're "in Salt Lake City" when they answer the phone.
Is this CO's way of advertising the fact that one isn't reaching an offshore call center?
Does CO operate any offshore call centers? (If they don't, I must say that I'm pleased to hear that.)
Is this CO's way of advertising the fact that one isn't reaching an offshore call center?
Does CO operate any offshore call centers? (If they don't, I must say that I'm pleased to hear that.)
Jun 20, 2005, 9:33 pm
#2
Join Date: Jun 2005
Posts: 17
Originally Posted by alvn
Lately, when I've called CO Reservations, I've noticed that they indicate that the agents indicate that they're "in Salt Lake City" when they answer the phone.
Is this CO's way of advertising the fact that one isn't reaching an offshore call center?
Does CO operate any offshore call centers? (If they don't, I must say that I'm pleased to hear that.)
Is this CO's way of advertising the fact that one isn't reaching an offshore call center?
Does CO operate any offshore call centers? (If they don't, I must say that I'm pleased to hear that.)
Jun 20, 2005, 10:22 pm
#3
Join Date: Sep 2001
Location: Austin, TX
Programs: AA EXP/2M Miles, Starwood Gold, Hilton Diamond, Marriott Silver
Posts: 87
This topic came up at the "Do". Larry said they would absolutely NOT offshore US reservations. He said he didn't want to upset the majority of their customer base. He also said that they examine ideas that would just "cut costs" for both impact to the customer and their employees. Offshoring is a lose-lose, for customers and employees.
Jun 20, 2005, 10:39 pm
#4
In Memoriam
Join Date: Jun 2004
Location: EWR (Wayne Township, NJ) and PHX
Programs: CO OnePass Plat and SPG - Plat, Marriott Plat (don't use -it's a comp), AmericaWest CP
Posts: 4,810
Originally Posted by alvn
Lately, when I've called CO Reservations, I've noticed that they indicate that the agents indicate that they're "in Salt Lake City" when they answer the phone.
Is this CO's way of advertising the fact that one isn't reaching an offshore call center?
Does CO operate any offshore call centers? (If they don't, I must say that I'm pleased to hear that.)
Is this CO's way of advertising the fact that one isn't reaching an offshore call center?
Does CO operate any offshore call centers? (If they don't, I must say that I'm pleased to hear that.)
You should have heard the cheers at the DO when someone asked if they planned out outsoruce US calls to India, and Larry said no!
-Vincent
Jun 21, 2005, 7:23 am
#5
Join Date: Jan 2004
Location: Phoenix, Arizona
Posts: 3,169
i have noticed that only the slc agents do this. i think its a way of letting us know that the great service we're receiving is coming from the slc center.
the reasons behind it? im not sure.
the reasons behind it? im not sure.
Jun 21, 2005, 7:27 am
#6
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,068
I've heard this recently, and with Tampa as well.
It's becoming more of a common practice with US-based call center reps at different companies, and it's definitely to tell you they're not outsourced, as outsourcing is such a sore point for customers.
It's becoming more of a common practice with US-based call center reps at different companies, and it's definitely to tell you they're not outsourced, as outsourcing is such a sore point for customers.
Jun 21, 2005, 7:28 am
#7
Join Date: Dec 2002
Location: New York, NY USA
Programs: DL DM/ 2MM, BA Silver, Amtrak Select Executive, SPG Life Plat/Amb, Fairmont Preferred
Posts: 1,056
You can see this call center right by the highway when driving to downtown Salt Lake from SLC. (I should know which highway this is but I forget these things).
Jun 21, 2005, 8:05 am
#8
Join Date: Dec 2000
Location: New York, NY
Programs: UA 1K, AA EXP, Hilton, Marriott Rewards,SPG
Posts: 1,134
I was in SLC yesterday and drove by the complex. Decent factory size building with a couple hundred cars and a big CONTINENTAL AIRLINES logo on the side.
Jun 21, 2005, 8:25 am
#9
Join Date: May 2003
Location: one of the US minor outlying areas
Posts: 729
an extra incentive to book with co
After all the times I have dealt with the DL idiots and their "min-eeee-uh-polish plane change" and "oo-rark change planes" I appreciate talking to americans. American's might be actual americans too. which is a factor I think about when everyone has the same fare.
Jun 21, 2005, 8:27 am
#10
Join Date: May 2003
Location: one of the US minor outlying areas
Posts: 729
In addition to American, I recommend Alaska, United, and Northwest when your travel needs call for anyone with the price they all have
Jun 21, 2005, 8:43 am
#11
In Memoriam
Join Date: Jun 2004
Location: EWR (Wayne Township, NJ) and PHX
Programs: CO OnePass Plat and SPG - Plat, Marriott Plat (don't use -it's a comp), AmericaWest CP
Posts: 4,810
Originally Posted by joebeenyc
I was in SLC yesterday and drove by the complex. Decent factory size building with a couple hundred cars and a big CONTINENTAL AIRLINES logo on the side.
Or a Sony Cybershot moment (Kodak moments just aren't what they used to be
)-Vincent
Jun 21, 2005, 10:47 am
#12
FlyerTalk Evangelist
Join Date: Nov 2003
Location: HKG
Programs: Priority Club Plat
Posts: 12,311
I say the reason only the SLC agents are doing it is that they're sticking it to DL, which is the worse in outsourcing phone agents. CO also was very unhappy with the DL's <$499 full-fare pricing.
It's a way to tell people while DL cannot afford to hire Utahians at their large hub, CO can.
It's a way to tell people while DL cannot afford to hire Utahians at their large hub, CO can.
Jun 21, 2005, 11:13 am
#13
Join Date: May 2003
Location: one of the US minor outlying areas
Posts: 729
Just found it today. ord-OMA. same fare, same times DL and AA, Guess who's getting my business......
Jun 21, 2005, 12:31 pm
#14
In Memoriam
Join Date: Jun 2004
Location: EWR (Wayne Township, NJ) and PHX
Programs: CO OnePass Plat and SPG - Plat, Marriott Plat (don't use -it's a comp), AmericaWest CP
Posts: 4,810
Originally Posted by jetcity405
Just found it today. ord-OMA. same fare, same times DL and AA, Guess who's getting my business......
the widget?
-Vincent
Jun 21, 2005, 1:27 pm
#15
Join Date: May 2003
Location: one of the US minor outlying areas
Posts: 729
no stopover in "minnie-uh-polish" for me! BTW anyone know the addy of the salt lake center?
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