Petition: Keep The Call Center in Kassel
Oct 6, 2009, 8:23 am
#76
Join Date: Dec 2005
Location: UK
Programs: LH SEN, EK Gold, Sixt Plat, HHonors Gold
Posts: 157
"Excellent" plans here, just cut the costs for your domestic people even more, and in the next turn you're surprised why people always ask for lower and lower airfares ??
I'm also surprised that the Germans are always slow in adopting other countries' adventures, and then especially not gaining ANY benefit from their (often enough bad) experiences. While it is publicly known that outsourcing your call centers is not the smarted move on earth, and while way too many companies have already miserably failed in doing so, LH is now pushing it in the false attempt to save what - 2 millions ? This is what compared to their annual operational spending, 0.2% ? Nothing against the beancounters - to them it's a lot of money, and this is what you get when you let beancounters run a company where premium is part of the product.
I'm also surprised that the Germans are always slow in adopting other countries' adventures, and then especially not gaining ANY benefit from their (often enough bad) experiences. While it is publicly known that outsourcing your call centers is not the smarted move on earth, and while way too many companies have already miserably failed in doing so, LH is now pushing it in the false attempt to save what - 2 millions ? This is what compared to their annual operational spending, 0.2% ? Nothing against the beancounters - to them it's a lot of money, and this is what you get when you let beancounters run a company where premium is part of the product.
Oct 7, 2009, 7:40 pm
#78
Moderator: Asiana & Qantas Frequent Flyer
Join Date: Dec 2006
Location: STR/SYD/SMF
Programs: QF Lifetime SG, LH HON, OZ Lifetime Diamond +, HH Diamond, Marriott Lifetime Platinum
Posts: 14,375
While it is publicly known that outsourcing your call centers is not the smarted move on earth, and while way too many companies have already miserably failed in doing so, LH is now pushing it in the false attempt to save what - 2 millions ? This is what compared to their annual operational spending, 0.2% ? Nothing against the beancounters - to them it's a lot of money, and this is what you get when you let beancounters run a company where premium is part of the product.
A lot of companies have significantly improved their customer service because they outsourced it to someone who knows a lot about this area. The issue with Kassel is not who operates it. If an outsourcer would take over Kassel then this doesn't have to be a bad thing. What people are worried about here is that LH will move Kassel calls to their own centre in CPT or to an outsourcer who is just cheap.
Nov 12, 2009, 7:56 pm
#79
Original Poster
Join Date: Apr 2005
Programs: Hyatt Lifetime Globalist, SQ PPS Solitaire
Posts: 3,599
So it is publicly known that outsourcing a call centre is a bad idea? LH has outsourced many of their centres and WHV certainly outperforms Cape Town and others.
A lot of companies have significantly improved their customer service because they outsourced it to someone who knows a lot about this area. The issue with Kassel is not who operates it. If an outsourcer would take over Kassel then this doesn't have to be a bad thing. What people are worried about here is that LH will move Kassel calls to their own centre in CPT or to an outsourcer who is just cheap.
A lot of companies have significantly improved their customer service because they outsourced it to someone who knows a lot about this area. The issue with Kassel is not who operates it. If an outsourcer would take over Kassel then this doesn't have to be a bad thing. What people are worried about here is that LH will move Kassel calls to their own centre in CPT or to an outsourcer who is just cheap.
Nov 15, 2009, 12:43 am
#84
Join Date: May 2004
Location: VIX
Programs: LH SEN, Goldpointsplus Gold Elite
Posts: 258
Why not move the call centre to the north east of Germany? There should be enough cheap lavor available. Unfortunately finding someone with Geman language plus other skills in a LCC is not really easy. Northeast Germany is almost an LCC.
Nov 15, 2009, 7:42 pm
#86
Original Poster
Join Date: Apr 2005
Programs: Hyatt Lifetime Globalist, SQ PPS Solitaire
Posts: 3,599
The reason why we don't like that idea: All people are new and have no clue about what they are doing. LH is bad at training their people to certain standard and the call center in MEL is the best example. People in Kassel don't have to ask a supervisor how to make a seat assignment and there are so many more sophistaceted things that Kassel just gets done. In no time. In a very friendly manner.
Keep them! At least for HON/SEN.
Nov 17, 2009, 1:52 am
#87
Join Date: Jul 2006
Location: Luxembourg
Programs: Lufthansa Senator, American Platinum Pro
Posts: 86
The Kassel Call Center is the best! I have had so many truly helpfull and friendly agents when calling. When not getting the Kassel call center the other agents are not able to find a bookings with LG operated flight from LUX connecting to LH in FRA. Some told me that I would need two seperat tickets if I would buy a ticket from LUX...just hang up and keep calling until you get the German agents!
Feb 5, 2010, 9:47 am
#88
Join Date: Feb 2009
Location: FMO/FRA/SFO
Programs: M&M SEN
Posts: 255
tcswede started a petition for HONs:
http://www.flyertalk.com/forum/miles...ne-kassel.html
Here you can find the is the "Senator Petition":
http://www.flyertalk.com/forum/miles...ne-kassel.html
Hope all Senators and Hons are signing.
http://www.flyertalk.com/forum/miles...ne-kassel.html
Here you can find the is the "Senator Petition":
http://www.flyertalk.com/forum/miles...ne-kassel.html
Hope all Senators and Hons are signing.