Qantas call centre staff lying about their real location?

[dajop]

So basically we are saying location is important.....as that determines the skill base..

Not sure if it determines the skill base, but the investment in training at different locations does not seem equal across locations. It might be, or it might not. Some locations might also be particularly susceptible to turnover for various reasons, and turnover is likely a significant contributing factor. IIRC, a reason companies go for locations within Australia like Hobart, is they are likely to have lower turnover.

 

[clifford]

a reason companies go for locations within Australia like Hobart, is they are likely to have lower turnover.

and perhaps also a lower cost base....

 

[AustraliaPoochie]

In a couple of years time it won’t matter anyway. You’ll be almost certainly be speaking to a general Australian accent (unless you have an alternative preference) , located deep in the bowels of a data centre somewhere and it will be even more difficult to access what “Hobart” represents today.

AI more so.
It's scary what the phones can do, (please repeat your answer so I can direct you to the most appropriate department)...

 

[NM]

Perhaps a good opening question might be:

"I have a 16-sector award trip I need to get priced, taxes calculated and ticket issued before 5pm today. Are you able to help me complete that today?"

If the answer is "No", then its time to HUACA.

If the answer is "Yes, I can help you with that", then you move onto "Great, but first can you please help me with this MEL-SYD flight change..."

 

[msam95]

To clarify yes there are “international staff” at the Hobart contact centre. With a number of names and accents which would indicate south asian workers, some with a middle eastern accent. Importantly when I have heard these operators I’ve been able to hear other Hobart contact centre agents in the background as they didn’t properly isolate their microphone and tweak their call centre software and headset settings lol.

It isn’t at all surprising given that Tassie is a small island, limited skills and existing workforce and the reality that a lot of people with skills come to Australia for permanent residency and then citizenship. I’m not making a comment on that either way, besides the fact that those individuals who have “accents” have indeed confirmed they are there, during escalations for complex matters out of their skillset they have quoted the name of Team Coaches and Team Leaders in the Hobart contact centre. In addition to the “ambient noise above”

Some of the workers who appear to be newer have a fob offish attitude to resolving call, whilst some others do take the time to appropriately escalate and admit they need some assistance, which is naturally appreciated with any agent.

That being said there are some newer Australian staff who have the same attitude so there are some names that I have duly noted as not being worth my time aka HUACA.