QF to consolodate call centres to Hobart

[dajop]

Qantas has already off-shored the telesales 10 years ago, the growth in work done by the NZ operation has been of concern to the ASU for years.

But from a customer point of view most local QF customers are probably are OK with NZ despite the rugby and despite kiwi accent (and corresponding jokes that best avoided here).

 

[Flying Fox]

I feel for those who have to decide to move cities or get a new job.

I've always had positive experiences with the TAS staff so hopefully this will continue.

I think this is a logical & sensible decision by QF in order to realise cost savings.

 

[GaryBne]

As my recent experience and post explained the web site is far from perfect. It took two months, calls to perhaps ten staff and supervisors but nothing happened until a letter of demand was sent by registered post to AJ. Only then did the online booking fault get fixed. ( total time 2 months, 1 day)

Of greatest concern is that when these faults are pointed out , Res staff are unable to get the web site or res system managers to fix the problem. Unable or unwilling.

In a future that relies on fewer people and more IT, QF simple must improve that quality feedback mechanism.

 

[jsoprano]

As sad is it is for the individuals affected in Melbourne and Brisbane, and without knowing the details, it seems to consolidate from 3 to 1 centre is the right move to increase efficiencies and help QF achieve their cost savings goals. And it shouldn't surprise anyone that out of those 3 locations Hobart is the most cost-efficient (even before any incentives offered by the State Government, just looking at wages, cost of real estate etc.).

Good on Qantas for not shifting most call centre operations overseas straight-away, but staying in Australia.

 

[BVT]

At least one bloke from the BNE call centre I spoke with last night was happy. He is looking forward to his payout and no more two hour commutes each way.

Silver linings and all that ....

 

[jetlagger]

At least one bloke from the BNE call centre I spoke with last night was happy. He is looking forward to his payout and no more two hour commutes each way.

Silver linings and all that ....

Plenty of call centre positions in Philippines with the BPO's in expansion mode.
They much prefer the Australian clients as well.
It appears a further unnecessary dilution of QF service levels though.

 

[JohnPhelan]

It appears a further unnecessary dilution of QF service levels though.

How does moving the jobs to HBA represent an "unnecessary dilution of QF service levels"?

Are Tasmanians deficient in some way?

 

[GaryBne]

How does moving the jobs to HBA represent an "unnecessary dilution of QF service levels"?

Are Tasmanians deficient in some way?

John: The inference we are taking is not that Tasmanians are not inferior: but that the total numbers of staff taking calls will be reduced by this move and thus with fewer staff that means longer wait times to be answered and / or pressure to clip call time ( speed vs thoroughness)

We see that with Philippines call centres - there the staff in some centres have targets of x calls per hour. And of they don't reach targets they lose their bonus and so the monthly salary goes down from $550pm to $250 ... and family members suffer. Fail to meet targets 3 months in a row and its instant dismissal.

Gary

PS - In a phone call yesterday with a person who sits near the CEO's office - she also intimated both that net staff numbers so service levels would fall

 

[Mr_Orange]

It appears a further unnecessary dilution of QF service levels though.

If QF don't make some changes, how on earth do you expect them to ever return to profitability?

There just has to be some changes and we already knew there would be 5000 job cuts. These are some of those jobs. Just be thankful they haven't outsourced to Manila!!

 

[jetlagger]

How does moving the jobs to HBA represent an "unnecessary dilution of QF service levels"?

Are Tasmanians deficient in some way?

I never gave any mentioning of HBA in my post!
It is rather evident to transfer the majority of the QF call centre offshore though.

 

[jetlagger]

Just be thankful they haven't outsourced to Manila!!

It would be on the cards.

 

[pauly7]

Wish VA would bring all their call centres into AU. Their OS centres are hopeless

 

[Princess Fiona]

Wish VA would bring all their call centres into AU. Their OS centres are hopeless

Couldn't agree more, worse than Telstra

 

[drross]

Wish VA would bring all their call centres into AU. Their OS centres are hopeless

Wouldn't be great if all call centres returned to Oz. I think we'd go close to full employment rates!

 

[kevrosmith]

First time I've had to call QF for a while, and having received a younger sounding person answer the call as Premium line, I figured to ask if they were based in HBA. Indeed they confirmed they were in HBA, and on further enquiry, advised that the Melbourne call centre had closed last week. Seems only a few people transferred to Hobart after the closure.

The agent on the premium line was able to (eventually) help me with my out-of-the-ordinary question (took a few on-holds to the supervisor), and hopefully their knowledge and experience will continue to grow as they encounter various situations, but it does make me wonder the wealth of knowledge and experience that walked out the door when they closed those call centres.

 

[jsoprano]

Better than outsourcing to South Asia or the Philippines I guess. Yes knowledge and experience is of course lost with only few staff willing to move to Hobart, but it wouldn't have been much different had they decided to keep the MEL centre and closed all others. But wages and rents in Tassie are much lower than Melbourne, I guess that was the driver.

BTW, random trivia question: who can name the airline that operates a 120-head call centre in Melbourne, even located in prime location on Collins Street?

 

[BD1959]

BTW, random trivia question: who can name the airline that operates a 120-head call centre in Melbourne, even located in prime location on Collins Street?

Thai?

Regards,

BD

 

[jsoprano]

Thai?

Regards,

BD

They've got a sales office on Collins Street, but I think their local call centre is much smaller and located in Sydney. I am talking about an airline that doesn't even fly to Australia...

 

[Isochronous]

BTW, random trivia question: who can name the airline that operates a 120-head call centre in Melbourne, even located in prime location on Collins Street?

Now I'm intrigued!

 

[dajop]

Do they sell codeshares on zwei star alliance airlines, multiple times a day?