Qantas Call Centre Operations

[fbrimfield]

Hey Everyone.

I know there's been a lot of speculation about how QF's call centres operate, and how priority is managed, etc, and a lot of people have speculated on what kind of operators platinums go to (dedicated, or just priority standby).

Anyway, I was just talking to a friend who used to work in the QF call centre not long ago and they basically told me the following:

Bronze: bronze members and prospective FF members are looked after by one team, who are the largest team (since most FF's are bronze). Quite often there is about 100 OCW (on call wait) Bronze FF's at anyone time, and that waiting time can go up to 20 minutes on busy days.

Silver & Gold: Are looked after by the 'premier' team, Gold's obviously get priority here in terms of service, and OCW.

Platinum/Chairmans: ​Once again an entirely separate team. When Plats or CL's wait for longer than 30 seconds, screens start flashing red and 'team leaders' get cranky and start yelling at people. Apparently working in this department is stressful, QF management is very tough and strict on this team to make sure plats and CL's calls get answered very very quickly.

In general, he said it wasn't a very pleasant place to work.

Anyway, hope some of you find that interesting.

 

[yohy?!]

Interesting to know, being SG I've always had very rapid service from the AU call centre (although they don't always know the answer they do try hard to give good service).

The HKG Call Centre is equally very good also - called them today to link some bookings, no wait and off the phone within 30 seconds!

 

[harvyk]

In general, he said it wasn't a very pleasant place to work.

IME call centres are rarely pleasant places to work, especially any sort of tick and flick... Unreasonable customers (the rock), unreasonable management (the hard place) and your in the middle of it all.

 

[ReLoad]

Thanks for the info fbrimfield

 

[munitalP]

Hey Everyone.

I know there's been a lot of speculation about how QF's call centres operate, and how priority is managed, etc, and a lot of people have speculated on what kind of operators platinums go to (dedicated, or just priority standby).

Anyway, I was just talking to a friend who used to work in the QF call centre not long ago and they basically told me the following:

Bronze: bronze members and prospective FF members are looked after by one team, who are the largest team (since most FF's are bronze). Quite often there is about 100 OCW (on call wait) Bronze FF's at anyone time, and that waiting time can go up to 20 minutes on busy days.

Silver & Gold: Are looked after by the 'premier' team, Gold's obviously get priority here in terms of service, and OCW.

Platinum/Chairmans: ​Once again an entirely separate team. When Plats or CL's wait for longer than 30 seconds, screens start flashing red and 'team leaders' get cranky and start yelling at people. Apparently working in this department is stressful, QF management is very tough and strict on this team to make sure plats and CL's calls get answered very very quickly.

In general, he said it wasn't a very pleasant place to work.

Anyway, hope some of you find that interesting.

thanks for the insight. I always wondered what happened to the plebs...

 

[danny09]

Thats great info to know, cheers for that

 

[nlagalle]

Good info.. I can't say I've ever been on hold long..

and i don't envy anyone working in a call centre... It's all about KPI's and metrics.

 

[Noob]

Have to commend QF on the systems they have in place, especially for CL members - From what I have heard it is almost seamless.

 

[TonyHancock]

Thanks for the info. I have to say, and I have been a big critic of QF of late, but I do have to say the call centre has been excellent over the last few weeks.

I do take my hat off to the call centre staff, I think it is a difficult job.

It is also nice to speak to staff in Australia too.

 

[mannej]

Funny - I have never waited any longer than the times that the OP stated, however there are some people who swear black and blue they wait for hours on end to be answered.

Interesting post and thank you!

 

[Awesom Andy]

And how does it work when I call from, say, SIN? My understanding is that it gets diverted to an AU call centre (and I always get an Aussie picking up the phone). The system doesn't ask for the QFF number though, so obviously they won't be able to differentiate between status. My waiting time is less than 10 mins on all occasions.

And yes, looking after the top tier customers is always the worst job.