Qantas off shoring FF loyalty call centre

[OzEire]

True about NAB. They are probably the best actually.

Shirley you jest. I received my latest NAB statement this morning for an account I have tried 6 times to close over 7 months. I really don't want to call them again and receive another promise that will not be kept. Appalling!

 

[Pushka]

Shirley you jest. I received my latest NAB statement this morning for an account I have tried 6 times to close over 7 months. I really don't want to call them again and receive another promise that will not be kept. Appalling!

Surely you jest? . I guess we have so much business with them we get through to priority. But then, being the best might just mean their competition is truly dreadful.

 

[Flyboy]

Poor form Qantas.

You should be promoting Australia to the rest of the world, not employing them.

How does it look to the rest of the world that Australians are not good enough to be employed by you.

 

[BacchusMarsh]

Poor form Qantas.

You should be promoting Australia to the rest of the world, not employing them.

How does it look to the rest of the world that Australians are not good enough to be employed by you.

The rest of the world has probably grown up already.

 

[Limewood]

Poor form Qantas.

You should be promoting Australia to the rest of the world, not employing them.

How does it look to the rest of the world that Australians are not good enough to be employed by you.

and just wait until Trumpet hears of this and then clamps down on AA Fiji call centre

 

[nickfromeastryde]

With respect that's not a logical argument. The price we pay for goods has factored into account the cost of Aussie salaries to provide those goods in Australia. So cost of living here is very much different to those overseas countries. Try buying a sack of rice for $2 - the price we were told was the going rate in Langkawi.

On the other hand the salary and benefits that Holden workers extracted through Union 'negotiations' was eye watering. So I get what you are saying but we already pay top dollar for the privilege of flying Qantas based on existing contracts. It's not like salaries have increased recently.

But that's the whole point, we don't pay "top dollar". Qantas can't charge a premium over other full service airlines who don't pay Australian wages so is forced to get it's costs under control and similar to its competition.

 

[Pushka]

But that's the whole point, we don't pay "top dollar". Qantas can't charge a premium over other full service airlines who don't pay Australian wages so is forced to get it's costs under control and similar to its competition.

Have you compared Qantas costs and Emirates? Qantas usually much higher. But really the fallacy I was referring to was the comparison of living costs in the post quoted and thinking we should top up the difference between AUS and OS prices.

Having said that, is Qantas one of the rare airlines that doesn't get government subsidies?

 

[Danger]

Maybe some good news.

I just got off the phone from Qantas. I started by telling the Tasmanian-based agent that I was very disappointed that Qantas was offshoring the call centre. He scoffed a little and said that's not happening. He said "Qantas has invested heavily in the call centre here in Tassie . . . The company has just refurbished the call centre".

The agent added what I think we already know - that the chat service is managed elsewhere - but there's nothing happening with Tassie.

And naturally, awesome service from him at midnight down there. No mention of a booking fee for making an award reservation that can't be done online.

 

[N860CR]

Maybe some good news.

I just got off the phone from Qantas. I started by telling the Tasmanian-based agent that I was very disappointed that Qantas was offshoring the call centre. He scoffed a little and said that's not happening. He said "Qantas has invested heavily in the call centre here in Tassie . . . The company has just refurbished the call centre".

The agent added what I think we already know - that the chat service is managed elsewhere - but there's nothing happening with Tassie.

And naturally, awesome service from him at midnight down there. No mention of a booking fee for making an award reservation that can't be done online.

There's a good chance he wouldn't have any idea... having worked for both QF and other airlines over the years, I can safely say that front line staff regularly find out about changes on the day they happen.

 

[footy99]

Shirley you jest. I received my latest NAB statement this morning for an account I have tried 6 times to close over 7 months. I really don't want to call them again and receive another promise that will not be kept. Appalling!

It doesn't go away either. I closed my HSBC accounts in 2012 after which I could no longer log in online. Then closed them via phone again 4 separate times in 2013 and one final time in 2014. All 6 times they assured me the accounts were closed and I'd receive no further correspondence, acknowledging the error the previous time and that it hadn't been repeated this time. I've received 4 separate monthly statements, one for each account, about them being empty and inactive every month since and I have no doubt will still be receiving them in 2040. There's nothing that can be done about that. It sounds like you are similarly locked in for life now!

 

[N860CR]

It doesn't go away either. I closed my HSBC accounts in 2012 after which I could no longer log in online. Then closed them via phone again 4 separate times in 2013 and one final time in 2014. All 6 times they assured me the accounts were closed and I'd receive no further correspondence, acknowledging the error the previous time and that it hadn't been repeated this time. I've received 4 separate monthly statements, one for each account, about them being empty and inactive every month since and I have no doubt will still be receiving them in 2040. There's nothing that can be done about that. It sounds like you are similarly locked in for life now!

I've had the same with HSBC funnily enough. It caused issues when I applied for a home loan with them. The guy handling the loan said it was my fault for not confirming with them that the accounts were closed... another bank got my business.

 

[Pushka]

There's a good chance he wouldn't have any idea... having worked for both QF and other airlines over the years, I can safely say that front line staff regularly find out about changes on the day they happen.

Yes. And ask to leave the building asap.

 

[Sdtravel]

If the ASU already knows and have posted something on their public site shouldnt the call centre know by now? Do you think the operator was just towing the company line, risking early termination if they talk about it since all calls are recorded.

Has everyone who has commented about how upset they are done what the ASU suggests and provided feedback to QF? (See link and quote from TheInside in post 7).
Since Red Roo doesnt frequent here so much a comment here wont count for much.

 

[serfty]

Maybe some good news.

I just got off the phone from Qantas....

Qantas Frequent Flyer or Qantas Reservations?

 

[Danger]

Qantas Frequent Flyer or Qantas Reservations?

I dialed 131211 and pressed options one. That took me to the agent in Hobart.

 

[OzEire]

Watching the latest QF safety video yesterday, I could only think of the response to this thread by our AFF community. The video is a refresh of the prior one - both claim very strong links to Australia, ie. "Spirit of Australia (c) TM". I wonder if an Aus based & owned creative / media agency did this work?

What I find inconsistent is that QF marketing feel it is important to "Aussie up" the safety video but are happy to be a generic accent on the phones. Granted, its FF not Res, but isn't marketing supposed to hit you with a cogent message to convert purchases?

 

[AustraliaPoochie]

It wouldn't be that bad if fares went down, as their cost base would reduce by a cents per paying pax.
But if fares stay the same, someone is making a profit.
Granted VA is no saint themselves.

 

[trippin_the_rift]

Watching the latest QF safety video yesterday, I could only think of the response to this thread by our AFF community. The video is a refresh of the prior one - both claim very strong links to Australia, ie. "Spirit of Australia (c) TM". I wonder if an Aus based & owned creative / media agency did this work?

What do you mean?! There is nothing more Australian than dumping the work on someone else and pocketing the savings.

A fact of life is that if you don't make your employer 5x your cost - you're a candidate to be fired at any moment.
On the plus side - these jobs will back in Australia within a decade as AI takes over and the servers are in Australia ;-)

On a more serious note - I'd be more worried about personal data privacy. Basing it overseas means there is a new transmission of your personal data which previously didn't exist and a new set of (potentially) less trained eyeballs accessing your personal data. APP/NPP gets a bit hazy when data leaves Australia.

 

[N860CR]

What do you mean?! There is nothing more Australian than dumping the work on someone else and pocketing the savings.

A fact of life is that if you don't make your employer 5x your cost - you're a candidate to be fired at any moment.
On the plus side - these jobs will back in Australia within a decade as AI takes over and the servers are in Australia ;-)

On a more serious note - I'd be more worried about personal data privacy. Basing it overseas means there is a new transmission of your personal data which previously didn't exist and a new set of (potentially) less trained eyeballs accessing your personal data. APP/NPP gets a bit hazy when data leaves Australia.

A few years ago I had an iPhone that died 2 days after purchase. I was living in rural Queensland at he time so couldn't go to an Apple Store.

I called Apple and spoke with a Fillo staff member who did the usual fake "oh my god, how awful" stuff. What they did was send me a new one and I sent the old one back when I received it. Easy enough, but they took a $1000 security charge against my credit card. I had a Westpac card that I hadn't used in years so used that so it didn't use my credit limit on a card that I actually use.

What do you know... a week later, $2000 worth of fake amazon charges appear against that card. Maybe Apple had a security breach, or maybe the call centre worker just wrote down my card details.

 

[samh004]

Reporting live from Contact Centre Week 2017...