Sent a pm. Mama
Overseas reservations offices
- Thread starter Res
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PM sent!!Mama
Yes, the Liverpool office still exists - though much smaller than the pre-merger days. You are correct, they handle inbound calls from Europe and may still be doing baggage calls from Europe. DM calls are very limited. These are US employees, hired by US and managed by US - not an outsourced center like the others. There are some great people there, though they are always concerned that they will be shut down at any moment.
4merresrat
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Those agents in Manilla are the worst. Unbelievable. Really, management shows a complete lack of disregard for customer satisfaction by keeping that joke office open.
Hello Newman
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If they do bring all the res jobs stateside, maybe then res can actually work the call instead of transferring calls to the ATO's because the agents are afraid of their timers . What a novel idea ! ! !
Oh My Gosh, I didn't know they were transferring calls to the ATO's too I thought they were just transferring everything to Revenue Accounting! Sad thing is they have CSD, that is supposed to assist the general sales agents with issue they may have. So why do the outsourced call centers send the calls anywhere but to CSD?
I couldn't believe it either when I learned they had timers on their phones and after 15 minutes the call is disconnected, no wonder why they transfer all over the place and do things wrong when they're working against a timer.
Also, did you know they are not allowed to blind transfer to CSD? Thats part of the reason why they blind transfer the calls everywhere else.
I thought the ATO's were not supposed to be contacted by the general public, and that those numbers were not to be given out?
Calls are not disconnected after 15 MINs. I worked in RES and the purpose of the timer is to record how long you were on a call. It is just a part of the metrics. I have had phone calls last HR or more and again it is not automatically disconnected. HOWEVER when you put a passenger on HOLD your HOLD time is monitored again all part of call monitoring. If you do your job you will not have a problem. It is the slackers, folks who take excessive breaks and personal time also those that disconnect calls that make it bad for others. I have worked in two different reservations centers. Both major US airlines and it is basically the same. I do agree with the folks that complain about the MANILA agents. American Express has an office in Manila and they just are not good with English. We are lucky we did not get an office in INDIA.
How on earth do you know what goes on in Mexico City, Manila, Liverpool. Guatemala and El Salvador?
Exactly what I was thinking. Rez supervisors in the US have confirmed that this is true, outsourced call centers have 15 minutes to complete a reservation. They state a simple straight sale should not take any longer than that.
CynicalResAgent
Veteran
I have dealt with the agents there and they are great. I was just wondering how they were doing. I used to work to support the UK desk when we had one in INT res.... I loved getting the calls from the UK. The first call I had was some guy talking about an accident that made him late to checkin, he told me "there was a tail end at the junction with a lory and of all the things to take the biscuit people had to drive on the reserve"...... I had to think about what he said for a moment and it was funny because I knew he was speaking english yet it took me a second to translate it. I did not learn what a Lory was for a while.
