Qantas off shoring FF loyalty call centre

[Cool Cat Phil]

TeleTech. Took it on without comprehending the complexities me thinks.....And vice-versa for QF Loyalty (which = arguments and a very poor customer 'experience'). Lots of finger pointing going on (probably

Oh no, Qantas you are better than that!

 

[defurax]

As a WP I've been quite lucky, most of my calls are still answered in 1 min or less except when I called from the US earlier this year...45 minutes!
After reading many threads here about waiting time experienced by NB, PS and SG I ended up assuming that it would be the same with every airline in the world. I was wrong!
I called AB (almost bankrupt): answered after 2 minutes and itinerary changed without being put on hold
I called MH: 1 minute and got the bulkhead seat I wanted
I called AF: answered after 5 minutes and got them to insert a different FF number in FQTS and FQTV (something QF is simply unable to do...)

So for all of you without elite status out there many airlines are waiting to take your calls...just not QF!

 

[GoldCanyon340]

Called yesterday and got the "our call centre is experiencing heavy loads" message. After reading the latest updates to this thread I settled in for a long wait. I was answered after one ring. In fact my last five calls have been answered after one ring. This time around it was a delightful Kiwi.

 

[dairyfloss]

Any chance it is a common time of day that you have called?

Probably mid-afternoon, AEST, both times.

Hey Matt, I reckon you're going through to CL/Platinum 1 (one) call centre in Canberra? There is a specific call centre for Platinum One etc. Possibly with a few Kiwi's working there?! Much faster response time. They specifically deal with FF and Res queries (combination of both) for CL & Plat 1.

It could be, but I'm not at that grade, and so figured I was getting the NZ line that was referred to in some of the earlier posts in this thread. At that point, the word was that Manila might handle all but elites, who would likely go through to NZ. I've no idea the finished delivery model!

 

[Princess Fiona]

Hey Matt, I reckon you're going through to CL/Platinum 1 (one) call centre in Canberra? There is a specific call centre for Platinum One etc. Possibly with a few Kiwi's working there?! Much faster response time. They specifically deal with FF and Res queries (combination of both) for CL & Plat 1.

I had no idea the SST dealt with regular reservations. I have never used them for this ? Is this a new thing since the regular phone service took a nose dive ?

 

[patrickk]

The other issue is the slowness to respond to issues. It has taken three calls to have some of double status credits bonus credited to my account from earlier in the year. There is two more sectors to be credited so I expect a few more calls. The fact they say it is in a job queue to be done within 48 hours doesn't mean anything. Had one nice person do one sector straight away but it seems he had to check the others and it hasn't happened so far.

 

[Danger]

Where did we get to on this? Has the loyalty call centre been outsourced or not?

I noticed this job advertisement today for the premium call centre which I think is different to what's being discussed here.

 

[Mrmaxwell]

Where did we get to on this? Has the loyalty call centre been outsourced or not?

I noticed this job advertisement today for the premium call centre which I think is different to what's being discussed here.

From my recent experiences WP reservation calls have been going to Hobart, FF membership calls have been going to both NZ and Manila.

Hobart service has been great, the other two very average (long wait times, attitude when trying to request changes to account, and in Manila case no idea - my last call the poor girl didn't know what or how to pronounce Buenos Aires "it is a city in Sth America")

Alan Joyce's cost reduction bonus must be due any minute now

 

[Jacques Vert]

From my recent experiences WP reservation calls have been going to Hobart, FF membership calls have been going to both NZ and Manila.

Hobart service has been great, the other two very average (long wait times, attitude when trying to request changes to account, and in Manila case no idea - my last call the poor girl didn't know what or how to pronounce Buenos Aires "it is a city in Sth America")

Alan Joyce's cost reduction bonus must be due any minute now

I always ring the premium line number and get Hobart almost every time.

 

[dairyfloss]

A positive experience I felt I should add, here. I needed to call up today to link two bookings, and to make a seat change on the added booking, which would ordinarily have been inaccessible to that NB pax, so they could sit by us.

Wait time for call to be answered was about 25 seconds, after which it was answered with the premium tag by a young lady of indiscernable origin (and I'm usually pretty good at this game!). After a few security questions on the added booking, the link was confirmed and the seat change done. Total call time from pressing call to hanging up was about 4 mins. I don't think I could have asked for more...

Of course with this area, it is quite clear that YMMV!

Cheers,
Matt.

 

[PJF]

This is a QF outsourced call centre. Back Office tasks will be managed in Manila and Calls in NZ

We now know that is incorrect - calls are handled in Manila

 

[Cool Cat Phil]

12 months has now flown by since the Qantas Frequent Flyer service Centre moved from a purely Melbourne operation, to a new contractor based in Auckland ( where Phone calls are answered for those with status) and Manila (where most back office processing and all other member phone enquiries are directed to).

So what does Qantas’s decision to move the frequent flyer service centre offshore look like 12 months on?

And most importantly, the question needs to be asked, has Qantas loyalty benefited from its decision to move operations?

 

[cmon0005]

Auckland is slightly better than earlier but still woeful even for simple requests. There are a few hidden gems that I have spoken to that understand complex issues however in general I find that even when complex issues are understood by an agent they are bound by policy and procedure to raise it to a loyalty specialist to resolve or credit.
I really do miss the premium line in Melb some of the best service I have ever had.

 

[pauly7]

I don’t know who I’m getting on the phone (Qantas Premium) but they sound Australian and are 99% of the time super helpful and get all I need sorted. Is QF Premium Hobart?

 

[michaele]

My experience is there’s Hobart, akl then Manila. Sometimes during peak periods I’ve found myself shunted down the queue.

 

[Primadon]

You're talking about reservations this thread is about the frequent flyer "service" centre. Two very different departments. One is operated by Qantas, the other by Tele Tech.

 

[Primadon]

I don’t know who I’m getting on the phone (Qantas Premium) but they sound Australian and are 99% of the time super helpful and get all I need sorted. Is QF Premium Hobart?

Not frequent flyer, you're talking to reservations.

 

[N860CR]

After a few nightmares with the AKL and MNL staff, I pretty much avoid flying Qantas whenever I can. I consider it a burden to have to try to use QF points! So I'm not sure how that appears for the managers KPIs

 

[pauly7]

Not frequent flyer, you're talking to reservations.

Then they must be doing some frequent flyer work now too which is a change from some months ago...

 

[BAM1748]

Regardless of question, I always phone reservations.