Article: Qantas Considers Bringing Call Centres Back to Australia

[RB001]

I wonder what QF mean by this bit -
View attachment 431046

Priority means if NB takes 2 hours to get through, you'll be through in a brisk 90 minutes.

 

[RSD]

Priority means if NB takes 2 hours to get through, you'll be through in a brisk 90 minutes.

LOL!! Actually it was the "in Australia" bit that I was wondering about - suggests that you should be put through to an Australian call centre - but maybe not...

 

[RB001]

LOL!! Actually it was the "in Australia" bit that I was wondering about - suggests that you should be put through to an Australian call centre - but maybe not...

Not sure as to the actual limitation, but you can get "priority" agents in some of the offshore centres. I guess they've had a bit of extra training, but as usual - YMMV.
I rarely call; my last one was definitely offshore, and remains unresolved.

 

[RooFlyer]

LOL!! Actually it was the "in Australia" bit that I was wondering about - suggests that you should be put through to an Australian call centre - but maybe not...

Of course not. What it means if YOU are in Australia, then you’ll get priority with one of the Overseas call centres. Simples.

 

[RSD]

Of course not. What it means if YOU are in Australia, then you’ll get priority with one of the Overseas call centres. Simples.

Oh how wonderful!

I know that you went to the AGM last year - if you are going to be on the conference call for the half-yearly results then please ask how much progress / when is it going to happen for the call centres coming back to Australia? Telstra managed to do it and ringing them now is wonderful instead of woeful!

 

[justinbrett]

I seem to get Auckland more than anyone else. Perhaps the time of day I usually call.

I’ve got good success getting HBA on weekends.

 

[SYD]

I seem to get Auckland more than anyone else. Perhaps the time of day I usually call.

I’ve got good success getting HBA on weekends.

One of my recent calls was possible AKL.

Even precovid, they were generally pretty good also.

 

[justinbrett]

One of my recent calls was possible AKL.

Even precovid, they were generally pretty good also.

Agree. I consider them “Hobart Lite”.

To be fair, even Cape Town Premium is a lot better these days. For sure if it’s anything complex you’re in for a world of hurt, but if it’s routine (even WP seat releases) it’s not too bad.

What I really can’t stand is the QFF cell in MNL. They are painful to deal with.

 

[RSD]

Agree. I consider them “Hobart Lite”.

To be fair, even Cape Town Premium is a lot better these days. For sure if it’s anything complex you’re in for a world of hurt, but if it’s routine (even WP seat releases) it’s not too bad.

What I really can’t stand is the QFF cell in MNL. They are painful to deal with.

I've never had a good experience with MNL

 

[elanshin]

So for someone who is about to hit WP again for the first time in nearly ten years - calls from a WP - do they go to Hobart 24/7 ?

And any sign of QF bringing the call centres all back to Oz as per the subject of this thread?

So actually getting hobart hasn't been common (i have gotten them though).

More common is South Africa premium line or Auckland. Auckland has always been fine iirc and they also do the ticketing.

South africa has gotten a lot better now than before and i can usually get things resolved with them.

 

[RooFlyer]

More common is South Africa premium line or Auckland. Auckland has always been fine iirc and they also do the ticketing.

Is there such a thing as the 'South African premium line'? Or simply overflow to the regular Sth African call centre who answers 'Premium'?

 

[justinbrett]

Is there such a thing as the 'South African premium line'?

Yes. As stated above they're quite good lately.

 

[RooFlyer]

Yes. As stated above they're quite good lately.

You mean they can do their job competently?

 

[justinbrett]

You mean they can do their job competently?

I meant what I said.

 

[RSD]

Yes. As stated above they're quite good lately.

They will have to be once I call with my curly itineraries and other issues!

 

[kevrosmith]

I know it’s the QF Call Centre thread, but in comparison, I nearly always have pleasant and productive calls to the VA call centre, which I presume (by accent) is in MNL. Even if I am put through to the Business Flyer section, the agents are always competent to perform the necessary actions. (Of course, YMMV). Does VA provide better training or is it just that they’ve been overseas for much longer?

(Oh, and did I mention that, as Platinum, calls are almost always immediately answered - well, after listening to 3-5 minutes of prerecorded messages…)

Just the thought of ever needing to call QF as LTG gives me cold sweats.

 

[RSD]

Just the thought of ever needing to call QF as LTG gives me cold sweats.

I don't get cold sweats - just a sense of dread knowing that it is going to take most of the afternoon to sort whatever it is out via the call centre - if we do manage to get it sorted out at all...

 

[Sprucegoose]

I know it’s the QF Call Centre thread, but in comparison, I nearly always have pleasant and productive calls to the VA call centre, which I presume (by accent) is in MNL. Even if I am put through to the Business Flyer section, the agents are always competent to perform the necessary actions. (Of course, YMMV). Does VA provide better training or is it just that they’ve been overseas for much longer?

(Oh, and did I mention that, as Platinum, calls are almost always immediately answered - well, after listening to 3-5 minutes of prerecorded messages…)

Just the thought of ever needing to call QF as LTG gives me cold sweats.

Yes, I find VA very good in general. Occasionally, I do get to talk to an Australian Platinum agent, and they are always efficient.

 

[elanshin]

Is there such a thing as the 'South African premium line'? Or simply overflow to the regular Sth African call centre who answers 'Premium'?

They actually answer saying "premium" call service centre. I imagine basically got better training and empowered to do more.

But calling at certain hours can help avoid SA like brunch hours.

 

[RSD]

If Qantas could just make their website work like it should then the call volume would probably dramatically reduce...

The number of times I have seen this today is absolutely ridiculous -