Article: Spare a Thought for the Poor Qantas Contact Centre Staff

[Greg555]

In case there was any doubt about how bad things are for the staff right now

'Abusive call after abusive call': Qantas insider reveals call centre crisis

Every day, the phone calls hit like a tsunami, angry Qantas passenger after angry Qantas passenger.

www.9news.com.au

Fake news planted by Qantas PR to divert from their undiminished disrespect and hate for customers.....

 

[TheInsider]

Fake news planted by Qantas PR to divert from their undiminished disrespect and hate for customers.....

You think that it's a Qantas PR stunt, by a staff member telling their story?

 

[mrsterryn]

Fake news planted by Qantas PR to divert from their undiminished disrespect and hate for customers.....

Call centre staff for the most part really do want to help. I am fairly certain I have mentioned this before. In my past working life I was a manager within I think one of the most hated government departments. So working within the rules didn't always give people the answer they want. The venom , abuse , foul language and above all deaths threats were not "fake news " . With the past two years impacts I have no doubt that the Qantas call centre staff have had similarly phone calls.

 

[encryptededdy]

Fake news planted by Qantas PR to divert from their undiminished disrespect and hate for customers.....

This article is not a good look for Qantas, I don't see how this could be a diversion.

He described call centre staff as being in "crisis mode" since the start of the pandemic, way back in March 2020.

In normal times, staff aim to pick up calls from "top echelon" frequent flyers in less than 90 seconds.
But those premium Qantas customers are now waiting at least 30 minutes, Tom said.

Tom said calls to centres had also spiked because Qantas had stood down in-airport reservation teams, who usually manage many rebookings and enquiries.

If anything, this article is more likely to give readers an even more negative impression of Qantas than anything else.

Sadly, I think it's not uncommon for call center operators to cop abuse, especially as many call centers are/were slammed due to covid. The amount of call centers that I've called recently that have a new pre recorded message about "showing respect to our staff" or similar that didn't exist before covid is quite sad.

 

[AIRwin]

The amount of call centers that I've called recently that have a new pre recorded message about "showing respect to our staff" or similar that didn't exist before covid is quite sad.

And signs in store

 

[Fil-Ski]

The call center staff in SA and Fiji are so poorly trained its ridicules. I'm not sure if that's Qantas strategy.

 

[DC3]

… In my past working life I was a manager within I think one of the most hated government departments …

That could easily be mistaken as being Centrelink.

 

[AIRwin]

That could easily be mistaken as being Centrelink.

Or ATO?

 

[mrsterryn]

Lol one of you is correct. My staff were abused year long

 

[DC3]

Lol one of you is correct. My staff were abused year long

 

[mrsterryn]

Centrelink

 

[drron]

Well you have to be stupid abusing the ATO. then again there are plenty tha are stupid out there.

 

[DC3]

Centrelink

I knew it. Some sad situations (especially Robodebt) although none excuse abuse towards staff over implementation of policies.

 

[mrsterryn]

As in Qantas the call centre staff are the ones who receives the calls when something goes wrong. Similar to Centrelink staff the staff really want to be able to give you, be it the routing , the tickets or for Centrelink the claim. It much much comfortable to say "yes " than "no"
So write emails to the bigwigs don't yell at the staff. If staff is inept (not just not agreeing with you ) hang up and go around again