The Qantas call centre now has a different menu

[ChrisMars]

To be fair, the few times I initiated a call last week, prior to the one I waited 30 min on monday, the message said to hang up if you don't travel within the next 24h. Maybe the call center was overloaded, and things are back to normal now?

 

[TheInsider]

Seriously, complaining about different options on the phone menu to get you to the right area.. C'mon.

 

[Daver6]

To be fair, the few times I initiated a call last week, prior to the one I waited 30 min on monday, the message said to hang up if you don't travel within the next 24h. Maybe the call center was overloaded, and things are back to normal now?

This is the new normal. QF have had 12+ months to sort it out.

Seriously, complaining about different options on the phone menu to get you to the right area.. C'mon.

Do you really think they have a different "area" for all those options?

 

[BD1959]

Diabolical. I timed it: 3 minutes of options and announcements before starting to hold. I gave up. Tell me this didn't come out of a design thinking workshop...

Nah ... a Design Thinking Workshop would have come up with interjecting your "sign on" time with Ads ... pretty much the way they've now configured the onboard wifi connectivity (another PITA!!) ...

Regards,

BD

 

[dylarr]

Nah ... a Design Thinking Workshop would have come up with interjecting your "sign on" time with Ads ... pretty much the way they've now configured the onboard wifi connectivity (another PITA!!) ...

Regards,

BD

The ads are already there, at least when calling the FFSC! There’s an ad about health insurance at the moment.

 

[sudoer]

Seriously, complaining about different options on the phone menu to get you to the right area.. C'mon.

The issue isn't the menu options, it's that wait times for WPs have gone up substantially with no improvement in service. Under the previous phone menus, Qantas Premium was always the "right area" for WPs as they could assist with almost any enquiry. Now WPs are potentially routed to incompetent staff after a lengthy wait, making the old HUACA strategy to get certain things done even more painful.

That aside, I would have no issue navigating menu options and entering my FF# / PIN if the call was consistently answered in a reasonable time by the "right area" with something like "Hello sudoer, you're speaking with X. I can see you are looking to make a change on a domestic flight and have already verified your frequent flyer details - could I please start with your PNR and date of flight?".

Following the recent changes, calls are still answered "Qantas service desk, you're speaking with X" and the caller has to communicate once more what they are calling to do, which only extends wait times even further.

From my perspective these recent changes are an attempt by Qantas to improve internal efficiencies and avoid hiring more call centre staff. This may result in a marginally better experience for non status pax whose calls may now route to the "right area" after their 3 hour wait, but it's certainly not an improvement for WPs.

 

[Seat0B]

Percieved Customer Value

thanks!

 

[VPS]

For all these people that have multiple options for pressing buttons, why can't they publish it on their website so you can work out what numbers to push before you start and don't have to listen to all the BS

 

[Daver6]

For all these people that have multiple options for pressing buttons, why can't they publish it on their website so you can work out what numbers to push before you start and don't have to listen to all the BS

Sounds like a good idea for a wiki

 

[RooFlyer]

Seriously, complaining about different options on the phone menu to get you to the right area.. C'mon.

Yeah, seriously. An 'enhancement' over the previous system. Previous - simple and quick, great service; ALWAYS got the right area, because the Plat agents were trained for it. Now - not simple, not quick and outcome a cough shoot. I guess this is the "simpler and fairer" (TM) of 2021.

 

[TheInsider]

Yeah, seriously. An 'enhancement' over the previous system. Previous - simple and quick, great service; ALWAYS got the right area, because the Plat agents were trained for it. Now - not simple, not quick and outcome a cough shoot. I guess this is the "simpler and fairer" (TM) of 2021.

There is no 'enhancement' to the agents, the people taking the calls hasn't changed. The IVR has changed along with the system that answers the calls. Everything else is moot. The call priority routings have not changed for anything less. The business rules have not changed. There are actually MORE people answering your priority calls now than before.

 

[sudoer]

There is no 'enhancement' to the agents, the people taking the calls hasn't changed. The IVR has changed along with the system that answers the calls. Everything else is moot. The call priority routings have not changed for anything less. The business rules have not changed. There are actually MORE people answering your priority calls now than before.

So you are confirming WPs will always be directed to the same "premium" staff regardless of what phone options we choose? If so why put us through the menus - just ask for FF number at the start and skip all the rest?

And I would dispute that call priority has not changed, there are enough members here who've reported a significant increase in wait times to indicate something is wrong in the new IVR configuration. Either that or there aren't enough agents allocated to particular IVR 'areas'

Regardless of all this though, the overwhelming feedback is negative - why do you think that is? Do you think the customer is the problem here?

 

[TheInsider]

And I would dispute that call priority has not changed, there are enough members here who've reported a significant increase in wait times to indicate something is wrong in the new IVR configuration. Either that or there aren't enough agents allocated to particular IVR 'areas'

Regardless of all this though, the overwhelming feedback is negative - why do you think that is? Do you think the customer is the problem here?

Of course there is a problem. The problem is with staff levels.

They are currently recruiting for more staff in AKL. There is simply not enough agents as what there was, it's as simple as that. Also with the increase of domestic flying then you are going to naturally have more 'premium' customers call.
Can't have a dramatic increase of flights with reduced numbers of staff taking more 'premium' calls in the same or less time.

 

[Peasant]

There is no 'enhancement' to the agents, the people taking the calls hasn't changed. The IVR has changed along with the system that answers the calls. Everything else is moot. The call priority routings have not changed for anything less. The business rules have not changed. There are actually MORE people answering your priority calls now than before.

With respect Insider, I'm quite sure you're the nemesis of those of us who value customer experience...

Having led various transitions, transformations, centralisations, decentralisations and optimisation projects (tongue in cheek) for many global corporates, I can tell you that implementing such a granular and deep menu system is very much bucking the best practice for contact centres.

Speaking purely as a customer, I always valued the one-stop shop of being able to call, enter my FF number and PIN and be connected with an eminently professional operator who was well trained in a wide spectrum of matters. I think in the consulting world we refer to that as a highly-skilled, flexible workforce.

 

[Seat0B]

Speaking purely as a customer, I always valued the one-stop shop of being able to call, enter my FF number and PIN and be connected with an eminently professional operator who was well trained in a wide spectrum of matters.

x1 here as well.

 

[BD1959]

I always valued the one-stop shop of being able to call, enter my FF number and PIN and be connected with an eminently professional operator who was well trained in a wide spectrum of matters.

^^^ THIS !!!

Regards,

BD

 

[trevella]

With respect Insider, I'm quite sure you're the nemesis of those of us who value customer experience...

Seems like an uncharitable and ad hominem take on someone who’s only trying to describe a corporate reality over which they personally have no control whatsoever.

 

[DC3]

Seems like an uncharitable and ad hominem take on someone who’s only trying to describe a corporate reality over which they personally have no control whatsoever.

Well, I didn’t read that into it at all. However, it’s not easy to grasp the intended tone sometimes.

 

[AFF Editor]

I've spoken to Qantas and they have confirmed that they have been making changes to the call centre, including a new IVR menu. They also acknowledged that there was an issue when they changed the menu which was causing calls from Platinum members to get grouped in with other tiers (and therefore losing priority), but said that this wasn't intentional and has now been fixed.

Details here:

Major Qantas Call Centre Changes

Qantas has overhauled its beleaguered call centre in an effort to improve the quality of the service provided. But there have been some teething issues,

www.australianfrequentflyer.com.au

Sounds like a good idea for a wiki

Done. See the article above.

 

[sudoer]

They also acknowledged that there was an issue when they changed the menu which was causing calls from Platinum members to get grouped in with other tiers (and therefore losing priority), but said that this wasn't intentional and has now been fixed.

Good to get confirmation that our complaints were justified, and that the issue has been resolved.