SK outsource their CS to India?
Aug 12, 2022, 10:15 am
#1
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SK outsource their CS to India?
Got an email today from SK asking me for bank details and receipts. Told Mr. about it and he said it's probably an outsourced service by SK to gather all the info before someone takes a look at the claim. I dug my CTA receipts and bank details and asked if he had all the receipts and he wrote back asking for a machine printed receipt as I sent a copy of a handwritten receipt from a small noodle shop in Chicago.
In the email there's no mentioning of any sort of indication of the amount or what's approved and not.
Any idea?
In the email there's no mentioning of any sort of indication of the amount or what's approved and not.
Any idea?
Aug 13, 2022, 1:14 pm
#3
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AF does this for some countries, the civilized ones go to Poland but Ireland/Bulgaria end up in India.
Unfortunately you get routed based on your itinerary and not on your country of residence.
Unfortunately you get routed based on your itinerary and not on your country of residence.
Aug 14, 2022, 8:09 am
#5
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The call centre girl from SAS I talked to have a strong European accent (could be from Hungary or one of the Baltic Sea nations), and I wasn't allowed to talk to her supervisor.
Aug 14, 2022, 8:13 am
#6
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Is that how SAS claimed that they have increased manpower in customer service? At least SK didn't demand them to work during weekends
We were thinking that could happen so I told Mr. to write the ordeal SK put me through in Danish hoping a Scandinavian will look at my case to increase the change of "my supervisor says no" reply.
Aug 15, 2022, 4:11 am
#7
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Has been happening for at least a year or so (at least judging from their names & local times). Took me four months of emailing back and forth to settle a claim for excess baggage fees on an invol reroute last year. They also still haven't really responded to my EU261 claim for a trip last December (they asked for additional receipts in February, which I provided. Radio silence since then).
Unfortunately, the (quite competent) people staffing the chat on SAS' support site can't intervene in these matters (except sending a "reminder email" to the Indian support centre – which probably also takes six to eight weeks until its read lol). Not sure how to escalate this further
Unfortunately, the (quite competent) people staffing the chat on SAS' support site can't intervene in these matters (except sending a "reminder email" to the Indian support centre – which probably also takes six to eight weeks until its read lol). Not sure how to escalate this further
Aug 16, 2022, 3:01 pm
#9
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I chatted via the chat function with SAS customer service. Gave them my case number and they were able to see what happened to my claim (still at the gathering receipt stage). The other claims from my family didn't seem to have to go through the receipt verification as theirs are simple.
They said it takes 6-8 weeks to get a reply.
They said it takes 6-8 weeks to get a reply.
Aug 17, 2022, 3:00 am
#10
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SAS has outsourced their entire customer contact service center since years if not decades... the call center is in TLL (since 2004?), the accounts receivable/payable in Delhi since 2009. The refund process is automated with a backoffice ticketing system since years.
Aug 17, 2022, 3:11 am
#11
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What about all the correspondence in Scandinavian languages? Google translate?
Aug 17, 2022, 3:24 am
#12
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Probably templates. I would respond in English, that is more universally understood. Responding in Danish will not move the ticket to Denmark 
Backoffice in other countries is not necessarily bad, it just needs to be managed correctly and the required SLA need to be in place. You get what you (are willing to) pay for.
Backoffice in other countries is not necessarily bad, it just needs to be managed correctly and the required SLA need to be in place. You get what you (are willing to) pay for.
Aug 17, 2022, 6:15 am
#13
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Probably templates. I would respond in English, that is more universally understood. Responding in Danish will not move the ticket to Denmark
Backoffice in other countries is not necessarily bad, it just needs to be managed correctly and the required SLA need to be in place. You get what you (are willing to) pay for.
Backoffice in other countries is not necessarily bad, it just needs to be managed correctly and the required SLA need to be in place. You get what you (are willing to) pay for.
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.
Aug 17, 2022, 7:48 am
#14
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There is no one in the nordics who would handle your complaint. The team will run your text thru a translator to figure out what you want. I doubt any of the service providers have that many multilingual agents to deal with the flood of complaints caused by the pilot strike.
Aug 17, 2022, 9:02 am
#15
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There is no one in the nordics who would handle your complaint. The team will run your text thru a translator to figure out what you want. I doubt any of the service providers have that many multilingual agents to deal with the flood of complaints caused by the pilot strike.
Apparently some of those CSRs in TLL can speak Scandinavian languages.