Is the call center outsourced?
Dec 29, 2007, 11:24 am
#16
Join Date: Sep 2007
Location: Palo Alto, CA
Programs: Air Canada Elite 35; United Gold (maybe Platinum?)
Posts: 1,073
I'm not sure I agree. in the case of USAirways, I'd say the number is way less than the 90+% of what the customer needs.
My biggest complaint is that the call center agents seem to be trained to NOT escalate the difficult calls even if you ask them to. And if you ask for the call to be escalated, your call will either be mysteriously dropped or you'll be put on hold so long that you'll eventually give up.
My biggest complaint is that the call center agents seem to be trained to NOT escalate the difficult calls even if you ask them to. And if you ask for the call to be escalated, your call will either be mysteriously dropped or you'll be put on hold so long that you'll eventually give up.
Some companies choose staffing levels and policies designed to solve customer problems as quickly as possible - a company like ProFlowers is geared that way. At this point in time it seems all airlines have deteremined that if your problem is easy to fix we'll fix it - if it's not easy to fix we're going to make you work to fix it. I don't think US is alone in that attitude - I've had it from just about every other airline I've dealt with.
Dec 29, 2007, 12:46 pm
#17
Join Date: Mar 2003
Location: Los Angeles, CA
Programs: UA 1K 1MMer & LT UC (when flying UA); Hyatt Credit Cardist; HHonors Diamond; Marriott Gold via UA 1K
Posts: 6,956
Dec 29, 2007, 1:19 pm
#18
Join Date: Oct 2003
Location: Wilmington, Delaware, USA
Programs: US-Chairman, Hyatt_Diamond
Posts: 142
It is very important that customers and potential customers of USAirways always advise the USAirways representatives of their needs/desires. Use of the appropriate emphasis should be used.
Dec 29, 2007, 2:19 pm
#19
Moderator: New York City and FlyerTalk Evangelist
Join Date: Sep 2007
Programs: AA PLT, Natl EC
Posts: 10,855
If you can't get a rep to tell you, your best bet is to look at the flight schedules on the airport website and see which plane is scheduled into the same gate about 30-45 min before yours is scheduled to depart.
Dec 29, 2007, 7:59 pm
#20
Join Date: Aug 2006
Location: Somewhere cold - preferably up a mountain
Programs: AC Subhuman (*A silver), NW Barely Alive
Posts: 842
At certain times of the day I've called the general # and had people in Tempe and what must have been Winston-Salem (can't mistake that NC accent!) - so it's the luck of the draw. I've determined that it's not worth wasting my time with a reservation problem unless it's seriously minor if I get Manila on the phone - I just go to the airport counter to fix the problem. I'd rather pay the $4 to park and fix it than sit on the phone for 45 minutes with someone who can't do anything I want. Even the supervisors can be frustrating.
Simple stuff (like schedule changes) are fine through Mexico/Manila; anything else I pray for a southern accent or just go to the airport.
Simple stuff (like schedule changes) are fine through Mexico/Manila; anything else I pray for a southern accent or just go to the airport.
Jan 1, 2008, 5:55 am
#21
Join Date: Oct 2005
Location: Reading, PA USA (RDG)
Programs: US Gold, Avis CHM, Marriott Platinum, Hilton Silver
Posts: 463
That's usually a corporate choice to staff to a certain level. Those staff levels determine wait times. They also probably have metrics in place for agents regarding percentage of calls completed in a certain time frame and percentage of calls that required escalation. The rep may get bonuses based on meeting certain metrics. those metrics are usually based on what costs the company the least amount.
Some companies choose staffing levels and policies designed to solve customer problems as quickly as possible - a company like ProFlowers is geared that way. At this point in time it seems all airlines have deteremined that if your problem is easy to fix we'll fix it - if it's not easy to fix we're going to make you work to fix it. I don't think US is alone in that attitude - I've had it from just about every other airline I've dealt with.
Some companies choose staffing levels and policies designed to solve customer problems as quickly as possible - a company like ProFlowers is geared that way. At this point in time it seems all airlines have deteremined that if your problem is easy to fix we'll fix it - if it's not easy to fix we're going to make you work to fix it. I don't think US is alone in that attitude - I've had it from just about every other airline I've dealt with.
I have little doubt that the problems I have experienced with US call centers are a result of management decisions regarding staffing levels, training levels etc., and I'm sure they have all kinds of metrics that tell them they are doing a fantastic job. (I have worked as a consultant in a few call centers and have frequently been amazed to see how out of touch the management can be.)
Mar 31, 2008, 4:24 pm
#22
FlyerTalk Evangelist
Join Date: May 2002
Location: NC
Programs: AAConciergeKey/1MM, DL DM/2 MM, UA Gold,Hilton Diamond, IHG Plat, Hyatt Globalist, Marriott Titanium
Posts: 11,980
That's usually a corporate choice to staff to a certain level. Those staff levels determine wait times. They also probably have metrics in place for agents regarding percentage of calls completed in a certain time frame and percentage of calls that required escalation. The rep may get bonuses based on meeting certain metrics. those metrics are usually based on what costs the company the least amount.
Some companies choose staffing levels and policies designed to solve customer problems as quickly as possible - a company like ProFlowers is geared that way. At this point in time it seems all airlines have deteremined that if your problem is easy to fix we'll fix it - if it's not easy to fix we're going to make you work to fix it. I don't think US is alone in that attitude - I've had it from just about every other airline I've dealt with.
Some companies choose staffing levels and policies designed to solve customer problems as quickly as possible - a company like ProFlowers is geared that way. At this point in time it seems all airlines have deteremined that if your problem is easy to fix we'll fix it - if it's not easy to fix we're going to make you work to fix it. I don't think US is alone in that attitude - I've had it from just about every other airline I've dealt with.
Jan 7, 2011, 12:50 am
#23
Join Date: Mar 2002
Location: YYJ
Posts: 4,137
Resurrecting this old thread because this caught my eye:
http://www.thestreet.com/story/10965...cm_ven=GOOGLEN
Manila call centre is closing this year.
http://www.thestreet.com/story/10965...cm_ven=GOOGLEN
Manila call centre is closing this year.
Jan 7, 2011, 1:44 am
#24
Suspended
Join Date: Jan 2010
Posts: 909
Ready for the holidays? Yes in some ways. No in others (shopping).
Let me have a Res expert call you and work through whatever you need. By the way – all third worlders for US Airways Reservations end by Dec 2011 (insourcing).
John xxxxxxxx
Director,
US Airways
It pays to have a "FFOCUSED" Cockroach on the job. more here http://www.thestreet.com/_yahoo/stor...FREE&cm_ite=NA
Let me have a Res expert call you and work through whatever you need. By the way – all third worlders for US Airways Reservations end by Dec 2011 (insourcing).
John xxxxxxxx
Director,
US Airways
It pays to have a "FFOCUSED" Cockroach on the job. more here http://www.thestreet.com/_yahoo/stor...FREE&cm_ite=NA
Last edited by Sparrow_Hawk; Jan 7, 2011 at 1:52 am
Feb 27, 2011, 4:50 pm
#25
Join Date: Feb 2011
Programs: US Airways General Reservations
Posts: 20
Exactly. I am working as Call Center agent here in Manila I have to be honest we are poorly trained although I did not have any problems with my English most Americans could understand me and are sometimes Impressed that I can talk clear enough considering the Philippines is not an English Speaking country. But I cannot say the same for my colleagues. they gave us like 15 days of product training. then we are on our own. I remember my first day on the job I am 90% clueless on what to do. I just strive to improve my communication skills and product knowledge on my own. The managers are really only concerned with AHT( average handling time ) so I am not surprised that US airways will pull out this year.
Feb 27, 2011, 4:54 pm
#26
Join Date: Mar 2007
Location: Washington DC
Programs: AA Plat
Posts: 1,304
Feb 27, 2011, 4:59 pm
#27
Join Date: Feb 2011
Programs: US Airways General Reservations
Posts: 20
Thanks for the reply, yes that's one of my intentions here to bring to light what's going on behind the scenes,.
Feb 28, 2011, 12:03 pm
#28
Join Date: Jun 2006
Programs: AA EP 4MM, UA 1MM, DL 1MM
Posts: 407
Spoke to a reservations agent in Manila on Friday, 2-25 at 11 pm ET. so it was outsourced at least on that date and time.
Mar 1, 2011, 9:24 am
#30
Join Date: Mar 2003
Location: Los Angeles, CA
Programs: UA 1K 1MMer & LT UC (when flying UA); Hyatt Credit Cardist; HHonors Diamond; Marriott Gold via UA 1K
Posts: 6,956
Exactly. I am working as Call Center agent here in Manila I have to be honest we are poorly trained although I did not have any problems with my English most Americans could understand me and are sometimes Impressed that I can talk clear enough considering the Philippines is not an English Speaking country. But I cannot say the same for my colleagues. they gave us like 15 days of product training. then we are on our own. I remember my first day on the job I am 90% clueless on what to do. I just strive to improve my communication skills and product knowledge on my own. The managers are really only concerned with AHT( average handling time ) so I am not surprised that US airways will pull out this year.
