Where Are The New .com Folks From?

[ResNoMore]

Our new .com company started to take calls today. Tom, Bill, and Jean, and they all say they are in Miami...but rumor has it they are a little more south of the boarder. I called there today twice, and got one wrong answer that I could barely understand, and the other call was with a person I could not understand, let alone resolve any problem.

Rumor is they are in SanSalvador....

The future is here....

Anyone know more?

 

[Res]

Had several passengers complain...that the .com rep did not understand the situation and they refused to call them back.....so of course I helped passenger was upset...did mention he couldn't understand the rep and asked where the .com office was located at...off to a good start already

 

[Reservation Agent]

The company is called Atento... I found a web site for them by using Yahoo and a search word "Atento"...It lists offices for them in Spain, Argentina, Mexico, Guatemala, Brasil, etc...

 

[CynicalResAgent]

I had a couple test calls. Two refused to tell me where they were calling from, one said Tulsa.....The two that refused to tell me had very thick accents....

 

[EightySix]

Our new .com company started to take calls today. Tom, Bill, and Jean, and they all say they are in Miami...but rumor has it they are a little more south of the boarder. I called there today twice, and got one wrong answer that I could barely understand, and the other call was with a person I could not understand, let alone resolve any problem.

Rumor is they are in SanSalvador....

The future is here....




You are correct, they are in San Salvador.

Company cannot wait to throw out the CWA contract and send some res calls there too.

 

[planeirish]

Does anyone remember that the company told the CWA that the web site help would be brought "inhouse"?

This is most likely in a house in San Salvador. So much for management telling the truth.

 

[bobcat]

When I think of US management, two movies immediately come to mind....."Pinocchio" and "Big Fat Liar". Lakefield and his sidekicks are looking very "blue" these days and their noses are sooooooo long that they can't fit through the door!!!!!!!!

VOTE "YES" FOR SELF-HELP!!!!!!!!!!!!!!!

 

[dbcooper]

Would someone please elaborate on this".com" call center and how it is related to USAirways. Where and how are customers directed to it?
thanks

 

[Reservation Agent]

I believe it is the customer service center for the online website http://www.usairways.com ... When people have trouble booking tickets online they are supposed to use the USAIRWAYS.com customer service center for problems with navagation, computer freezes, how to use the web site, problems booking online....

USAIRWAYS decided along time ago it was cheaper to contract out (outsource) the web site to a travel agency or independent call center than to use experienced, educated USAIRWAYS employees, that know the USAIRWAYS product and services, etc....

I believe the last (Non-USAIRWAYS employee) group they fired/cancelled/terminated was in Pensacola, FL....I guess they didn't work cheap enough, either.....

Now, it seems they have decided to use foreign workers... to take calls rather than to have Americans do that job....I see the company "Atento" withg a web site listing offices in Guatemala, Chile, Argentina, Chile, Mexico, etc...

I believe Delta has tried this, and I think it must not be very good, because I called them to book a "rule 240 flight interuption" rebooking on them with our passenger, and it took me about 1 hour for them to understand what we were doing and to get it done.....They were really..... very..... SLOW ...... and ......very ........hard.... to .....understand ...with a very thick accent....From Bombay India...........
Yikes!

 

[CynicalResAgent]

I had one want me to call the language line so she could be understood.....Un-Freaking-Believable!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

 

[jcooke]

What exactly does the usairways.com support line do for a customer??? From my interactions over the past year or so (since using the website to book most of my reservations) they've only been able to deal with more of the technical-types of issues like Res Agent had stated. The only time that they've gotten near a reservation was when I had a res not go to ticketing due to a CC problem (gave them the wrong exp).

With a background in technical support callcenters I've seen this happen too often. I left just as a "redundancy center" was getting created in French Canada ; I've since found out that they are wholly regretting the decision and their savings are really turning out costing them due to the negative response to the Northerners.

It definitely sucks that its outsourced nevertheless, but to take it to where people now have a language barrier to contend with, that just makes things worse.

To the normal Res agents, best of luck. I dont call too often but you guys and gals rock when I need something. There will always be a need for you as long as the website has its limitations.

-JC

 

[BostonTerrier]

The overseas call centers can be a really mixed bag of results.

From my experience, the Phillipine call centers are pretty good (some large internet travel sites use them).
But the call centers in India, ack! I HATE calling Dell for anything anymore.

 

[reznc]

Spoke with .com employees several times on my shift. They are located in San Salvador and are being trained by people from CCY. They dont understand their job description and are passing everything through to res. Actually dumping passengers onto us and we can't assist. Spoke to a CCY person down there and she said "I have new respect for you people, the people I have spoken to tonight are so rude!" Well - gee - get used to it.

 

[reznc]

jcooke, in response to your question, they are supposed to have access to SABRE (our booking program) and appear in bookings as another US reservation office, therefore, they have the ability to do EVERYTHING we do. Unfortunately they just dont know how to do it, (I actually think they dont understand colloquial speech, as I asked what market was she referring to and had to rephrase as she did not understand).

 

[longing4piedmont]

jcooke, in response to your question, they are supposed to have access to SABRE (our booking program) and appear in bookings as another US reservation office, therefore, they have the ability to do EVERYTHING we do. Unfortunately they just dont know how to do it, (I actually think they dont understand colloquial speech, as I asked what market was she referring to and had to rephrase as she did not understand).

[post="197748"][/post]​

This is not good news. The old .com people were bad and I had made my feelings well known to management in this area. Looks like it made no difference.

Given my history with .com I will not put up with this and with the first issue I will be done with booking on the web. The bed has now been made and they can lay in it. I just do not understand the thinking or the logic on this one. But if any one in management wants to give me a call to discuss it, looks like I'm going to be on strict bed rest for awhile so feel free to give it a try.

BTW, the drugs I'm on kill roaches and rats in a high enough dose. You've just got to love that. LOL