Outsourced Call Centers

[happy01]

So, I had a really bad day and I'm at my wits end with Manila!! Anybody else had it with them and their inefficiency? I swear if it's anything other than a straight sale, they can screw it up like you wouldn't believe. They can't figure out how to do their damn job, but boy can they come up with a good lie at the drop of a hat. At one point we were told they would cut back the call volume to them, but what do you know they're changing that now too. As I've heard it only the specialty positions in rez will be based in the US(dividend miles,csd, internet etc...)and as people leave these positions they won't be replaced, and the majority of calls will go to Manila. Anybody else hear anything about this? Anybody else have stories to share about these dingbats in the call centers that will make me laugh. I figure laughing is preferrable to getting on a plane and delivering the smackdown they deserve.

 

[Travelpro72]

Ohhhhh I know nuttttinggggg. I onnie wurk heaaaaa. You want good service? I connect you. You go now...you tie up line. Ohhhhhh one way to tpa connect aaaaahhhhh ok, $3,000.00 you got discount too.

 

[Elevation]

Out source the IT dept please.

 

[freedom]

I’m starting to think out sourcing is unpatriotic :down:

They don't want to pay american's decent wages so they send the jobs overseas... i'm TIRED of hearing that same story being repeated OVER AND OVER AND OVER...

 

[SegmentKing]

at our station, I got in trouble with the manager over having employees put comments in BMAs in *SPANISH* .. we had so many issues with the BSO in El Salvador trying to read our comments and understand that after polling my employees, most said they'd RATHER put all comments in the native language of the call center to "help" make things easier.

Until one of the regional VPs saw some of our BMAS records and told us English is still our official language.

My lead agent had a fantastic example of Manila - passenger was booked to LGW, and was supposed to fly to LGA.

and lets not forget the CHO/CLT screw ups....

 

[UPNAWAY]

Another perfect example, are there any facts in the original post? All hersay and speculatiion.
Also, US outsourced it's RES, not HP the bad people are YOU as in US! This managment did not move those jobs off shore or sign those contracts And just for the records HP RES is hiring presumibly Americans to work in America, you guys are just pathetic!

 

[REACC1]

Another perfect example, are there any facts in the original post? All hersay and speculatiion.
Also, US outsourced it's RES, not HP the bad people are YOU as in US! This managment did not move those jobs off shore or sign those contracts And just for the records HP RES is hiring presumibly Americans to work in America, you guys are just pathetic!

Yes, uncoutable times the reservation is booked in a separate record from a e tuv, all due to Manilla or Mex res error. This, unfortunatly is a FACT, too many times over. Waste of time.
Thousands of miles away, 'Who cares?' right?
You are a pollyanna, and seemingly, refuse to live in reality.

 

[dash8roa]

Try using these numbers-domestic 1-800-742-0622 or international 1-800-442-2784.These used to be staffed by americans who can speak and understand english.

 

[orioleman]

hey UPNAWAY

YOUR village is calling looking for you


and that cactus in the desert is still waiting for you...

 

[leprechaun]

Another perfect example, are there any facts in the original post? All hersay and speculatiion.
Also, US outsourced it's RES, not HP the bad people are YOU as in US! This managment did not move those jobs off shore or sign those contracts And just for the records HP RES is hiring presumibly Americans to work in America, you guys are just pathetic!

I think UPNAWAY drank all the KoolAid.

 

[YVINTERN]

Blimey! LOL

 

[noname]

Your management has had TWO YEARS to bring those jobs back on shore and to date has chosen NOT to. Personally I don't speak with Manilla and NEVER will. Web support is also offshore and that was an HP decision, so pull your head out.

Thank you PB..My thoughts exactly when I read this thread!

 

[Robc98]

Had another irate elderly person today who couldn't understand the res agent when they called to find out about their sked changes....ripped me a new one for about 15mins on the phone....if english is our lang of choice then bring the jobs back period.....

 

[happy01]

Another perfect example, are there any facts in the original post? All hersay and speculatiion.
Also, US outsourced it's RES, not HP the bad people are YOU as in US! This managment did not move those jobs off shore or sign those contracts And just for the records HP RES is hiring presumibly Americans to work in America, you guys are just pathetic!

Hey Genius, they managed to get out of every other contract due to Bankruptcy. While the old US started this, the new US could have gotten out of the contracts just like they did every other contract they didn't want to keep. No this management didn't move those jobs offshore but they have chosen to keep them there. And we have been told from the top they will not be eliminating the outsourced call centers, and they will be shifting away from hiring the Americans in the American call center. As people leave REZ, they will not be replaced and the volume of calls will be directed to Manila. And no it's not heresay or speculation, I deal with it everyday. I can't very well give out passenger information with out getting in trouble, so I can't give you the facts without disclosing personal information. Can I tell you they charge wrong credit cards, don't know their city codes and send people to ALB instead of ABQ, they don't know how to use vouchers and charge passengers the whole amount, they don't know on exchanges that there will be more than just the $100 fee, that refunds are not given when a fare goes on sale a voucher is given, they were telling people that their refund has been approved and their file number is 48-069-36735 and that's the number to the refunds department not a file number. What other examples would you like? Isn't a fellow employees word enough that these outsourced centers are causing grief for everyone?!! Do you realize the amount of man hours and pay that are being expended to undo their mistakes? This alone is probably eliminating the amount they are saving by outsourcing? Do you want to know the amounts that I vouchered out today do to Manilas imcompetence? Not to mention the things other departments had to voucher because of Manila.
And congratulations you are the first person on this site to make me truly mad over your stupidity and ignorance.

 

[kao]

CWA boasts in their magazine/news mag that they were getting these outsourced jobs back....aug/sep issue....boasts they got the compnay to hire over a 1000 after the migration mess....so the company did all of this to appease...but a few months go by and they are reverting back to outsourced centers and furloughing...anyone seeing what I am seeing? CWA---where are you?