escalation to onshore is necessary
Guess the keyword here is *necessary*. Who/what determines if an escalation is necessary ... At the risk of sounding *unfriendly* - if the managers are also trained in the same fashion/content as their staff (or were promoted from being a staff), then the *incompetence* travels up the chain to the level of a manager, who then, based on their *knowledge* can deem an escalation inappropriate, thereby forcing customers to HUCA, which decreases customer satisfaction, experience and other parameters.
Qantas response is to implement a system whereby it keeps track of how many times you call and if you're calling over and over, it's more likely to transfer you to the onshore centre.
My experience so far, I have been lucky enough to get HBA/AKL between 0800 and 2300 AEST. I do get Fiji/CPT/MNL occasionally. In the past 2 weeks, I have got Fiji twice, AKL/HBA 4 times ...
I don't know how it's possible for the Qantas call centre managers to be so incredibly incompetent.
It's a training issue perhaps. I have worked in training users for IT products and it is various factors, including laziness that contributes to an undesirable outcome. Some folks don't like to be trained or their interests lay elsewhere, but the organization forces them into getting trained. I'm sure QF would have placed some AU trained staff in CPT/Fiji/MNL to act as the local point of contact for *technical* things, but how *available* the staff are will also contribute to the issues.
For instance, when I was training some users based in Asia on a certain technical product - I had written the SOPs, technical guides etc, provided onsite training, hands-on experience etc, the works ... still I get phone calls about certain issues that they just don't seem to understand/willing to learn or even look up the right search item in the documents I provided ... and we have a local resource, who trained, worked here in AU, located in Asia to handle any queries. But this resource is super busy all the times trying to fix the mistakes, they don't have the time to actually train the staff on certain aspects ... and the lack of training at this point add fuel to the fire, so to speak .. so I guess it is a cycle ... Unless there is a dedicated support team that can sort of hand-hold, things won't improve to our satisfaction ...
