SK outsource their CS to India?
Aug 17, 2022, 2:18 pm
#16
Join Date: Mar 2006
Location: ARN
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The SAS call center in Tallinn is gone since some years ago. That call center was operated by SAS itself and the staff were employed by SAS. Nowadays calls for the Scandinavian market is outsourced to a company called Sykes. I think the calls are answered in Cyprus and Sweden. The quality has decreased significally when Sykes took over.
Aug 18, 2022, 4:18 am
#17
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The SAS call center in Tallinn is gone since some years ago. That call center was operated by SAS itself and the staff were employed by SAS. Nowadays calls for the Scandinavian market is outsourced to a company called Sykes. I think the calls are answered in Cyprus and Sweden. The quality has decreased significally when Sykes took over.
Which market has more normal customer service people that doesn't repeat what the computer says?
Aug 18, 2022, 5:03 am
#18
Join Date: Mar 2006
Location: ARN
Posts: 355
That explain the Greek accent (didn't sound Finnish/Estonian, my first guess was Spanish - it's not exactly like that either), yes it was terrible and basically she was repeating what the computer said after being on hold for 6h (long distance roaming call).
Which market has more normal customer service people that doesn't repeat what the computer says?
Which market has more normal customer service people that doesn't repeat what the computer says?
Aug 18, 2022, 8:15 am
#19
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I was hoping the case would send to DK/SE/NO so I asked Mr. to write my complaint in perfect Danish. I got so freaked out by the call centre handling so I tried to avoid these powerless CS that would look beyond what the computer says and actually read what I wrote to handle my case.
When it's a straightforward EU261 it's easy to do, but in my case where computer would definitely says no, it needs to be handled by someone who has the authority to do so.
When it's a straightforward EU261 it's easy to do, but in my case where computer would definitely says no, it needs to be handled by someone who has the authority to do so.
But they were actually far more competent than what I saw with Indian customer service centers for some US companies. Did you notice any Hinglish indicators in any of the SAS responses?
I have long been no fan of outsourcing customer service to non-home-market countries, but money talks loudest when being sold on "cost-reduction/savings".
Aug 18, 2022, 9:10 am
#20
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My first European airline encounter as a customer with Indian contact center employees was with BMI. The fun I had with them and having them even pull up recordings of my calls. But they were actually far more competent than what I saw with Indian customer service centers for some US companies.
Did you notice any Hinglish indicators in any of the SAS responses?
I have long been no fan of outsourcing customer service to non-home-market countries, but money talks loudest when being sold on "cost-reduction/savings".
But they were actually far more competent than what I saw with Indian customer service centers for some US companies. Did you notice any Hinglish indicators in any of the SAS responses?
I have long been no fan of outsourcing customer service to non-home-market countries, but money talks loudest when being sold on "cost-reduction/savings".
Aug 18, 2022, 7:48 pm
#21
Join Date: Mar 2006
Location: UME 🇸🇪 / NWI🇬🇧
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Aug 22, 2022, 8:34 am
#22
Join Date: Oct 2011
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My last interaction with SAS CS was handled by a Brittish fellow and an outsourced partner on Malta. He was more helpful and much quicker than any Scandinavian person I've ever spoken to.
The Delta people that deal with status folks are typically American and the last one mentioned she was in Texas (didn't sound like she was from Texas but definitely first language American English).
The Delta people that deal with status folks are typically American and the last one mentioned she was in Texas (didn't sound like she was from Texas but definitely first language American English).