Qantas Call Centre Long Wait Times

My understanding (from unofficial sources) is that there is a pool of priority phone numbers that airport staff give to passengers which rotates every few weeks.

I will attempt to publish the currently active number(s) in this post:

1300 304 318
1300 659 161
1300 025 396
1300 659 116

1300 024 715
1300 025 390
1300 659 115
1300 659 134
1300 659 502

 

[justinbrett]

Likely so, but that does not help the Customer Service Agent's KPI's ...

The sooner they can churn through calls, the more calls they can tick off as resolved.

The feedback prompt asks if your query was resolved, so if no, I imagine that's quite bad for their KPIs.

 

[offshore171]

Likely so, but that does not help the Customer Service Agent's KPI's ...

The sooner they can churn through calls, the more calls they can tick off as resolved.

So change the KPI’s?

A good operation would be measuring “First Call Resolution”

 

[serfty]

The feedback prompt asks if your query was resolved, so if no, I imagine that's quite bad for their KPIs.

If you get the opportunity ... I have experienced the call simply dropping out more often than not.

 

[justinbrett]

So change the KPI’s?

A good operation would be measuring “First Call Resolution”

As above, they do track this. Also how difficult it was to deal with the operator.

I definitely think QF would be weighing the customer feedback equal if not higher than the KPIs recorded by the call centre itself.

 

[serfty]

So change the KPI’s?

A good operation would be measuring “First Call Resolution”

Yes, a good operation would.

However, having experienced efforts to get me off the line ASAP with more complex requests including being outright lied to, I suspect some operations may not be so "good".