New Qantas Phone System Maintenance / "Upgrade"

TomYagher

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Just tried the new upgraded call center menu, Not sure what others think but for my first experience it is definitely more complicated, way too many options to press now which seems like a needless waste of time. But surely they have their reasons for doing this...
Got through straight away after navigating the new menu though so that was nice :)
 

andyandy2005

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Just tried the new upgraded call center menu, Not sure what others think but for my first experience it is definitely more complicated, way too many options to press now which seems like a needless waste of time. But surely they have their reasons for doing this...
Got through straight away after navigating the new menu though so that was nice :)
Wow the new menu options are more specific, nice that they are doing this to distinguish what each customer needs.
 

TomYagher

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Wow the new menu options are more specific, nice that they are doing this to distinguish what each customer needs.
I guess in a way it could be a good thing if staff are trained in specific areas, however before it was press '1' and tell the staff member what I needed and they fixed it. Now its lots of listening and pressing multiple buttons...then I still have to tell the staff member what I need and they fix it.

Seems a redundant system to me, but I assume Qantas will somehow be saving money, maybe by directing certain inquiries to lower cost call centers.
 

henrus

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Two things I'd love to change:

1. It'd be great if they bring back the SMS service. Simple things like seat requests when the website/app says no were very easy through that service.

2. An urgent number for flights within 3-4 hours (or some other very short time frame). This needs to be really strictly enforced (eg if not within 3-4 hours you get redirected to the normal queue) and have practically no wait time. The reason why I say this is because I was at an airport a few months ago trying to check in at a counter but the change I'd made using the online manage booking didn't ticket correctly. The check-in staff couldn't help and said to call Qantas but when you call it says wait time 2 hours. Luckily the manager showed up and was able to help but otherwise, I'd be stuffed. With QF removing service desks I think this would be helpful for these types of situations as well.
 
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TheInsider

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And then it just back into the normal queue? 🤭
Originally it used to be kind of 1 queue for servicing and skill set, as in a call goes to anyone.
Now if you choose an international flight, it will go to a trained international agent, if it's purely a domestic cash sector, it will go to anyone, if points then who ever is trained, If it's baggage, then only appropriately trained staff. etc etc
 

DC3

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Originally it used to be kind of 1 queue for servicing and skill set, as in a call goes to anyone.
Now if you choose an international flight, it will go to a trained international agent, if it's purely a domestic cash sector, it will go to anyone, if points then who ever is trained, If it's baggage, then only appropriately trained staff. etc etc
🤔
 

TheInsider

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What I'm trying to say is, that there is a lot more 'micro management' as to who can take calls based on their skill set and more specifics than just a couple of trunk options to filter down to staff.
There are now certain attributes assigned to staff based on what they can/can't do.
So for example baggage related question will not go to CPT agents, these will go to AKL/HBA, but if there are agents that are not trained in baggage in AKL/HBA then they won't get those calls.
Where as a platinum will only get AKL/HBA and won't now get a CPT agent.
Where as someone calling that is a gold, will now get CPT/AKL/HBA if domestic, but only AKL/HBA for international.

They are now using something called Cicso Finesse - I think prior to this was manual routing through a physical phone, not a web based phone. (could be wrong about that though).
 
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What I'm trying to say is, that there is a lot more 'micro management' as to who can take calls based on their skill set and more specifics than just a couple of trunk options to filter down to staff.
There are now certain attributes assigned to staff based on what they can/can't do.
So for example baggage related question will not go to CPT agents, these will go to AKL/HBA, but if there are agents that are not trained in baggage in AKL/HBA then they won't get those calls.
Where as a platinum will only get AKL/HBA and won't now get a CPT agent.
Where as someone calling that is a gold, will now get CPT/AKL/HBA if domestic, but only AKL/HBA for international.

They are now using something called Cicso Finesse - I think prior to this was manual routing through a physical phone, not a web based phone. (could be wrong about that though).
This looks like it should be alright. Although the proof will be in the using of it.
 

DC3

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What I'm trying to say is, that there is a lot more 'micro management' as to who can take calls ...

... Where as a platinum will only get AKL/HBA and won't now get a CPT agent ..
Thank you. Just keeping Capetown (and Manila) out of the equation is enough reason to maintain WP for as long as possible, for me. 😉
 

TheInsider

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Thank you. Just keeping Capetown (and Manila) out of the equation is enough reason to maintain WP for as long as possible, for me. 😉
AFAIK Manila is still offline. They haven't reinstated webchat yet!
This looks like it should be alright. Although the proof will be in the using of it.
lol the wait time probably won't improve.
 

kingzac

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Called last night to change an international reward booking, went through the new menu and got a guy who had absolutely no idea what to do.
Hopefully they can get things streamlined so that it's an actual upgrade.
 

DC3

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Called last night to change an international reward booking, went through the new menu and got a guy who had absolutely no idea what to do ...
Ah. Some feedback already. 😀
 

henrus

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To be fair to Qantas, at least they didn't do a Telstra, that being:

Completely switch off their phone lines when covid came around and then force people to use a messenger app where they only respond to messages after 24 hours.

Virgin takes the cake for this one, they created an "urgent" email address where you just send your request (only award bookings) and they fix it in a single email with a response that it's done (often within the hour). If only everyone else could be this efficient!
 

Matt_01

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Out of curiosity did QF send out a blanket email to all notifying of the changes. I recall seeing an email stating that that this was going to happen and I could bypass these by calling the other 1300 number.
 

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