Qantas Hobart call center redundancies - doubled

[RooFlyer]

We know that the Qantas Hobart call center people are usually pretty good, and the ones you try to talk to.

Earlier in the year, Qantas announced that about 30 staff at the call center would be offered redundancies.

Announced today, I think by the union that about 65 staff will be going.

 

[levelnine]

Qantas' destruction of its call centres will prove to be an interesting case study of how to remove a benefit from a frequent flyer program without actually removing it.

Once there are no good call centre staff left, it will become practically impossible to book complicated/unusual reward itineraries. Say goodbye to, eg, Oneworld Awards.

 

[kpc]

Sad for them and us

 

[zig]

Really sorry to hear that news. The Hobart staff I've dealt with have usually been excellent - not much of a reward for them is it?

 

[Brettmcg]

I have it on fairly good authority that the HBA call centre is now down to around 100 staff, from 600 at its largest.

The redundancies have come about because the uptake of other communication channels (read SMS option) have been very high.

HBA will be isolated to handle WP and P1 calls only, everyone else will get Manila, South Africa or Auckland.

 

[cove]

That really doesn’t sound good for QF customers who are not WP nor P1.

 

[VPS]

If they want people to use the chat function then they need to make sure the damned thing works

 

[Aus ATC]

The redundancies have come about because the uptake of other communication channels (read SMS option) have been very high.

Sounds like spin - perhaps the truth is the redundancies have come about as Qantas management has chosen to utilize lower cost offshore alternative call centres at the expense of Australian employees, and customer service outcomes.

 

[wanderer_au]

I'm WP and I cop the Manila call centre all the time....drives me around the bend

 

[mrsterryn]

Platinum here and we get the South Africa one
Which is a hang up and try again call