Red Roo Update

[N860CR]

Certainly is. Trying to deal with Qantas now to fix a fairly small issue (totally their fault) is incredibly painful. The offshored social media team is a joke and the call centre staff hopeless.

There’s no way to win though, as customer care have 0 care factor.

I knew I’d regret booking a QF flight!

 

[QF WP]

Well a bunch of us saw the former Red Roo on Saturday afternoon. Hmm, I thought the Corp Comms (SM) team was still based in SYD HQ, unless they have devolved it recently. Must ask.

 

[TheInsider]

Well a bunch of us saw the former Red Roo on Saturday afternoon. Hmm, I thought the Corp Comms (SM) team was still based in SYD HQ, unless they have devolved it recently. Must ask.

Nope, based in AKL and MNL. Mostly MNL with the webchats.

 

[QF WP]

I think we are at cross purposes. The SM team I am mentioning are the FB and Twitter teams (based in HQ), as part of CorpComms. Wouldn't at all surprise me that the webchat people are in MNL. If they are anything like the AMP webchat team (also based in MNL), they can only answer basis questions and are next to useless at answering anything else - don't bother getting referred to a Supervisor. Online HUACA

 

[TheInsider]

I think we are at cross purposes. The SM team I am mentioning are the FB and Twitter teams (based in HQ),

90% sure the social media part is also now AKL and MNL.

 

[N860CR]

Social media is definitely offshore. The latest response I’ve gotten to their stuff up is “our head office is in Sydney, but we’re not in Sydney exactly”.

A lot of call centre and chat staff are in South Africa.

One thing they all have in common is incompetence.

 

[drron]

Now,now.Just because a call centre is in MNL doesn't mean all the operators are useless.The best service I had when calling AA was from the MNL centre.I got a young woman who had just started so I was able to guide her to get everything I wanted.She learnt fast and when I thought we were finished she came up with the fact that now she understood the system got me a better flight.Got me a direct RJ flight instead of connecting with 2 Malev flights.It turned out to be brilliant as Malev had ceased to exist when we took the flight.

 

[Jacques Vert]

Now,now.Just because a call centre is in MNL doesn't mean all the operators are useless.The best service I had when calling AA was from the MNL centre.I got a young woman who had just started so I was able to guide her to get everything I wanted.She learnt fast and when I thought we were finished she came up with the fact that now she understood the system got me a better flight.Got me a direct RJ flight instead of connecting with 2 Malev flights.It turned out to be brilliant as Malev had ceased to exist when we took the flight.

Who can resist you when you turn on the charm?

 

[mviy]

We'd all love to only have to speak to Aussies when ringing QANTAS (it's easier to understand people that speak the same way), but then I expect we don't want to pay extra for that either. Hard to have it both ways.

 

[serfty]

We'd all love to only have to speak to Aussies when ringing QANTAS (it's easier to understand people that speak the same way), but then I expect we don't want to pay extra for that either. Hard to have it both ways.

For me it does not really matter who addresses an issue I may have nor where they are.

What is important is to get a knowledgeable and fair assessment of an issue and a prompt resolution.

The 3rd party service provider(s) used by Qantas seem mainly focused on logically closing cases to help power 'good looking' key performance indicators (KPIs) rather than properly addressing the issues raised.

A single issue I had last year had no less that 6 SSR numbers, with most, if not all closed within a very short time frame after submission.

 

[sudoer]

A single issue I had last year had no less that 6 SSR numbers, with most, if not all closed within a very short time frame after submission.

Qantas really need to modernise their service desk infrastructure. Responding to any email from [email protected] logs a new service record instead of appending to the existing one based on subject line.. which has been an industry standard for well over a decade. I recently had to deal with this to get a missing points/SC claim processed and it took eight emails with eight separate SR#s. Their internal KPIs/SLAs must be so incredibly skewed by this cough.

 

[MEL_Traveller]

Now,now.Just because a call centre is in MNL doesn't mean all the operators are useless.

Agree. It's a result of the (lack of) empowerment given to the operators and lack of training. If you empower the staff and train them they will be as good as operators anywhere else.

 

[RB]

Agree. It's a result of the (lack of) empowerment given to the operators and lack of training. If you empower the staff and train them they will be as good as operators anywhere else.

Unfortunately reflects how I see how our ISP has moved in the last few years

 

[QF WP]

Agree. It's a result of the (lack of) empowerment given to the operators and lack of training. If you empower the staff and train them they will be as good as operators anywhere else.

That was one of the biggest messages in our Tour of the QF IOC on the weekend. Every one of the staff have been empowered to make decisions, but it still needs to be collaborative approach with the 4 or 5 other people who are looking at the same problem from different angles.

 

[serfty]

That was one of the biggest messages in our Tour of the QF IOC on the weekend. Every one of the staff have been empowered to make decisions, but it still needs to be collaborative approach with the 4 or 5 other people who are looking at the same problem from different angles.

IOC is not concerned with post event customer care. For them it's the here, now and immediate aftermath of Qantas operation.

Qantas customer care (those who are supposed to reply/resolve issue raised in emails/web form submiossions etc.) are not Qantas staff; They either work as staff for sub contractors or possibly sub contract to the contractors.

And they do not work at the Coward street campus.

 

[N860CR]

IOC is not concerned with post event customer care. For them it's the here, now and immediate aftermath of Qantas operation.

Qantas customer care (those who are supposed to reply/resolve issue raised in emails/web form submiossions etc.) are not Qantas staff; They either work as staff for sub contractors or possibly sub contract to the contractors.

And they do not work at the Coward street campus.

Maybe this is what they're aiming for. I just got back off a shocking QF flight which added to the 5 hour delay, plus huge issues booking, meal order that they couldn't figure out...... But I can't be bothered contacting customer care as it's only going to be a waste of time and energy - I just won't fly them again unless I seriously have to. I guess it gives QF false customer service quality figures.