Doesn't matter the location, they need the staff to be properly trained first.
Agree. Training must be the same regardless of where the CC (call centre) is located. Reason I say this, IME dealing with CPT, they don't seem to have had proper training is using one of the booking systems. I used to work in IT side for travel systems and know a little bit about how to go about things. When the agent kept selling me a SAVER fare, instead of a FLEX fare (which is what I wanted), I asked if there is any way he can sell me the FLEX fare and he kept saying the application says no. I then asked if I can talk to a different agent or his supervisor - I was told that they are instructed to ONLY escalate *genuine* escalations, my request to escalate was not *genuine-enough*. I still insisted that he escalate and then was told that his supervisor was busy and will get back to when she is available. This was 3 months back and I'm still waiting for that call.
In any case, I HUCA, got another knowledgable agent, who confirmed that they are able to sell a FLEX fare for the bookings I wanted, however, she needs her supervisor to do that. I politely asked if she can try something else for me and voila, what do you know, FLEX fare was now available to be priced and booked!
After a bit more questioning, he admitted
The words "bit more questioning & admitted" - alludes to the fact that the agent in question, somehow, hid the fact that he was from an overseas CC. Before the agent's "admission", did you actually ask where he was located and he gave you a different answer, which then changed after "bit more questioning"? Apologies if this seems too direct, I had an exact scenario play out this week with someone I know, so just keen.
This is so true.
Overseas call centres get a really bad rep, but when they are well trained, have current knowledge and have the appropriate powers, it is very difficult to say they are automatically worse than an Australian call centre.
Some may prefer the overseas agents because they often act with deference and patience more than Aussie ones.
I'm lucky enough to recognise and be able to work with most accents of English, having cut my teeth calling overseas based technology company support lines to log new repair jobs while working for customer service at Harvey Norman. I realise not many others are so lucky and can struggle with this.
The real issue as said is that the new call centres aren't empowered enough to solve real issues without excessive escalation or simply saying no stubbornly. After all, if customers can take care of the most trivial things by themselves online, then what's the point equipping your call centre staff to that minimum level when a person calling in likely has a more difficult and/or complex issue?
O/S CC are good when they are given the right tools. I run a business where we employ folks from overseas to work as customer service/support personnel. We have seen first hand, how training, trust & providing the right tools (and privileges) empowers personnel to do the right thing by the customer and the company. One of the issues we face is, depending on the country of operation, the general workplace culture could be *restrictive*, meaning, that some personnel would not like to take their issues to their supervisors, simply because they don't like to be viewed as incapable, or didn't want to get in the bad books of the supervisor etc. They think it is better to simply drop the call and ignore the problem OR provide the information that the customer *likes* to hear, even if it is contradictory to company policy OR simply provide factually incorrect details to customer, so that the customer thinks nothing can be done.
It is like
@MEL_Traveller mentioned, someone telling that there are no flights between MEL and SYD at 0800 on a weekday! If the customer doesn't know better, he/she will take agent's word that there are indeed no flights between MEL and SYD at 0800 on a weekday OR if the customer knows, he/she might HUCA or book with a different airline that operates the service the customer wants
Another issue at play I have noticed a trend with gen Z workers in general find talking and customer service skills challenging. This is apparent with the sub par service I have experienced allot recently in luxury stores all the way to retail and fast food. Simple things like no eye contact or asking a customer a question and not listening to the answer.
Polite, professional, solutions oriented customer service is becoming a lost art.
Amen to that
@KSC . Full disclosure, as someone who works with and hires gen Z workers - I second this. It is not that Gen Z is service-skill-challenged, they are unable to relate to the idea of human interaction, which at a certain point, will transform the way businesses are conducted. I truly believe we can train them to work as expected, but it is definitely an herculean task. No offence to any Gen Z folks here on AFF please.
Speaking about ‘price promise’, I had an offshore operater that did not want to honour it 30 minutes after a booking was made. Tried constantly to charge me, even when reading out policies. This is the issue with offshore, poorly trained and especially contracted outsourced staff. They are trained not to care, as complex long calls impacts turn around time statistics. It’s incentivised to have your call magically drop out.
This ties in what I mentioned earlier, about the work place culture. Some workers, IME, prefer to be mark-free, meaning, they do not like to be associated with the thought they are unable to do *something*. Each work place has that - agent A is always good with something, if you want something else done, then agent B is your guy etc ... so when the agents go to their supervisor and say "hey, I'm not able to do this price promise, I don't understand", this is sometimes misconstrued as *inability to perform* etc ...
For instance, your point on "constantly to charge me, even when reading out polices" - I faced this exact issue with CPT. The aforementioned agent, who did not want to escalate my request, was quoting incorrect policies re: change fees. I kept referring him back to a location on QF website where it says otherwise. He simply couldn't understand and kept saying "you will be charged $45 for this change" and I'm like "mate, nah, go to this page on QF website, I should not be charged any change fees"
unlikely to call QF for basic stuff like booking a return trip.
Mate, you'll be surprised how many *super-frequent-regular-road-warrior-types* call in for a simple thing. It is not that they are not able to do it by themselves, they might be time poor, or simply they don't know how. I know a CL, who, did not even realise the value of their CL membership until I pointed it out. I had to explain what their membership level meant and what they can do with the kind of access/privilege. Again, not trying to go against what you said, but I have seen people that need hand-holding at every stage, even if they are super frequent flyers.