Velocity Call centre - Manilla

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oneduhy

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Jul 18, 2007
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Over the past 2 weeks I have tried calling the Platinum centre and found that I was being diverted to Manilla, major issues with agent's accent and major issues with them only sticking to the script and not taking ownership of my questions/requests... there was no reference numbers or call back provided... very poor and certainly not good enough for Platinum service
 
what times?
I just got off the phone, and its the local call centre BNE,
Called last week, and local as well
 
That's a shame as I have always found the service to be fantastic and local.
 
I found that if you select 2 (I think) for international flights, you get directed to the Manila call centre.
If you select 1 for domestic flights (regardless of dom or int) you will get through to local.
 
I have noticed this too, however my experience has been:
- Select flights purchased with a credit card (spent money), onshore. This includes calling about upgrades since the initial fare would have been purchased with money.
- Select flights booked with points (didn't spend money) and velocity member enquiries, offshore.

I don't like it, but it does make sense from a business perspective. Have your more expensive staff handle the transactions that make your business revenue. Offshore the cheaper transactions such as account enquiries and reward bookings.

While I agree I have noticed a difference in service, more just the general conversation and the quick knowledge of the onshore team. I haven't had any major drama's with the offshore team and everything is managed well.

I did however recently have a complaint dealt with by the Guest Relations Team and which I am pretty sure it went offshore, based on the agent name, scripted response and english standard. It was awful. For an escalated complaint it was handled dreadfully.
 
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