To transfer or not transfer to QF

[oz_mark]

I don't feel any sympathy for either the tardy consumers who procrastinated, nor for Qantas who are doing a nickel-and-dime job to squeeze every last drop out of the situation.

But perhaps the people in the middle of it all, the call centre folk, have been dealiing with people that have been on hold for lengthy periods of time and become abusive etc. It may be a way of trying to manage a situation such as that.

 

[zzyss]

But perhaps the people in the middle of it all, the call centre folk, have been dealiing with people that have been on hold for lengthy periods of time and become abusive etc. It may be a way of trying to manage a situation such as that.

I don't believe that Qantas made a public announcement to keep call-centre folks happy (a significant portion of whom would be overseas anyway) - there's nothing in it for them.

On the call-centre side, they had 6 months to deal with the expected increase in workload. Like other pretty much every other industry, there should be business processes in place to deal with workload issues - not approving leave during busy periods, scheduling on more staff, overtime, hiring temp staff, etc. If they don't invest in customer service, then they deserve to be grilled. Yes, pity the poor sod who suffers as a result of cough management - I've been there, so I'm always conscious to blame the company and not the individual whenever I have a grievance - but that's no excuse for poor customer service.

 

[simongr]

I don't believe that Qantas made a public announcement to keep call-centre folks happy (a significant portion of whom would be overseas anyway) - there's nothing in it for them.

Have QF outsourced their call centre overseas? I generally get an Australian when I cal them.

In 2005 there were rumors that QF would offshore jobs but the call centres were not affected.

 

[zzyss]

Have QF outsourced their call centre overseas? I generally get an Australian when I cal them.

In 2005 there were rumors that QF would offshore jobs but the call centres were not affected.

I hadn't thought of that. I was referring to the banks / CC vendors, but now you mention it, I wonder how many people rang Qantas about it ...

 

[simongr]

I am happy to bash QF for poor value awards, poor availability, terrible Neil Perry food ans surly rude and unpleasant staff in J but I want to make sure we are correct when we criticise them

 

[oz_mark]

I don't believe that Qantas made a public announcement to keep call-centre folks happy (a significant portion of whom would be overseas anyway) - there's nothing in it for them.

On the call-centre side, they had 6 months to deal with the expected increase in workload. Like other pretty much every other industry, there should be business processes in place to deal with workload issues - not approving leave during busy periods, scheduling on more staff, overtime, hiring temp staff, etc. If they don't invest in customer service, then they deserve to be grilled. Yes, pity the poor sod who suffers as a result of cough management - I've been there, so I'm always conscious to blame the company and not the individual whenever I have a grievance - but that's no excuse for poor customer service.

No, it's not an excuse - but taking it out on the call centre staff is not helpful. Clearly someone pushed QF into sending that email/press release.