Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks.

I will attempt to publish the currently active number(s) in this post:

1300 304 318
1300 659 161
1300 025 396
1300 659 116

1300 024 715
1300 025 390
1300 659 115
1300 659 134
1300 659 502

 

[justinbrett]

Likely so, but that does not help the Customer Service Agent's KPI's ...

The sooner they can churn through calls, the more calls they can tick off as resolved.

The feedback prompt asks if your query was resolved, so if no, I imagine that's quite bad for their KPIs.

 

[offshore171]

Likely so, but that does not help the Customer Service Agent's KPI's ...

The sooner they can churn through calls, the more calls they can tick off as resolved.

So change the KPI’s?

A good operation would be measuring “First Call Resolution”

 

[serfty]

The feedback prompt asks if your query was resolved, so if no, I imagine that's quite bad for their KPIs.

If you get the opportunity ... I have experienced the call simply dropping out more often than not.

 

[justinbrett]

So change the KPI’s?

A good operation would be measuring “First Call Resolution”

As above, they do track this. Also how difficult it was to deal with the operator.

I definitely think QF would be weighing the customer feedback equal if not higher than the KPIs recorded by the call centre itself.

 

[serfty]

So change the KPI’s?

A good operation would be measuring “First Call Resolution”

Yes, a good operation would.

However, having experienced efforts to get me off the line ASAP with more complex requests including being outright lied to, I suspect some operations may not be so "good".

 

[Settelvan]

Tried calling around midday Sydney time and only had to wait 15 minutes. Seems hit and miss, but much better than the endless hours a few weeks ago.

 

[BD1959]

I called yesterday around 10:20am MEL - waited about 10mins. Needed to cancel some award flights the online system wouldn’t allow and then repurpose the points. Obviously needed to wait for the points to post so CSE arranged a callback today - let’s see how that goes …

Regards,
BD

 

[Greg555]

I called yesterday around 10:20am MEL - waited about 10mins. Needed to cancel some award flights the online system wouldn’t allow and then repurpose the points. Obviously needed to wait for the points to post so CSE arranged a callback today - let’s see how that goes …

Regards,
BD

Bwahahahahahaha.....they promised a call back....bwahahahahahahah

 

[MelbFlyer]

CSE arranged a callback today

Surprisingly on the few occasions where I was promised a callback, I did actually receive a callback.

Don't dismiss it completely, really just depends on the person you get / your luck.

Likewise conversely I also got a lot of bad luck - a few years ago I was trying to sort out a OWA and add replacement / newly released business reward seats onto my itinerary, a lot of the time I was told that seats that were showing online either:

- Were not available for use towards existing bookings - only new bookings
- Were unable to be seen on their end

Among other excuses. Hopefully they've sorted out most of these basic / 101 issues by now.

 

[N860CR]

I did once get a callback. It was all very odd… Booked a oneworld award which went as expected. 10 hours on the phone and it was done. Spent 6 of those hours on the phone with the “supervisor” who lied her head off repeatedly.

The callback was her 2 days later saying “I’ve reflected on my behaviour and it wasn’t acceptable”. I suspect she saw a complaint coming and was covering her backside.