- Jun 1, 2014
I don't think anyone here is stereotyping based on race or nationality. Simple fact is the call centres are based overseas and managed horribly by Qantas. Given the training, some of these staff would probably be excellent. Some are just terrible at their jobs and plainly do not care. Which is less a reflection on them and more a reflection on the poor hiring practices of the contractor and Qantas for not doing anything about the pathetic service people are paying for.Loving the casual racism floating around this thread over my Sunday coffee… just tread carefully people just because you aren’t Australian doesn’t mean you can’t do a good job if trained correctly, despite all your previous ‘experiences’ that may lead you to stereotype and presume otherwise…
Care to quote the posts in this thread which lead you to make that tenuous assessment?
Just out of interest, how do you 'rate' each of Fijians (bearing in mind many may be originally of Indian ethnicity), Filipinos, Indians (in India)and South Africans in terms of you understanding their English easily, and separately,how they respond to your queries? (The latter may merely see all working off a preprogrammed script though).
Perhaps give each call centre a rating out of 10. This would be important feedback.
I'm not going to do this and I would say that I've never had any issues "comprehending" any staff at a Qantas call centre.
The problem I have is when I have a basic request and the operator hasn't been trained properly so has no idea what to do or just makes up incorrect information. This is not usually the individual's fault.
As others have already made clear, the issue is not the nationality of the staff. I never said it was. The issue is the lack of investment by Qantas in training, hiring enough staff, and frankly, that Qantas management doesn't seem to care about customer service.
I hope that QF will invest in hiring and training more staff at its own call centres in Hobart and Auckland instead.
The issue is the lack of investment by Qantas in training, hiring enough staff, and frankly, that Qantas management doesn't seem to care about customer service.
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Did the right thing and called the standard FF number and was answered by Fiji straight away, although polite the agent told me there were zero reward flights in any class on the day I wanted to fly, and only Y revenue seats were available.
The offshore operator would be getting the view that is allowed by their login permissions. Again this is going to be a decision made onshore by Qantas as to what fares and information the call centre people can see.Funny how the local team had no trouble seeing reward seats on multiple flights the same day.
The offshore operator would be getting the view that is allowed by their login permissions. Again this is going to be a decision made onshore by Qantas as to what fares and information the call centre people can see.
The offshore operator would be getting the view that is allowed by their login permissions
Again this is going to be a decision made onshore by Qantas as to what fares and information the call centre people can see.
We used to call that testing.
I haven’t implied that. Maybe you have the wrong poster?Qantas has much blame here for not investing properly in its on shore teams and online platform, but if they are as you are implying deliberately preventing offshore call centres from being able to ticket paid or reward inventory which should be available to customers well then that is a breach of conusmer law.