Res Outsourcing

[BoeingBoy]

"Your next call to book a ticket on US Airways may be answered by a voice in San Salvador, El Salvador; Mexico City; or the Philippines."

US Airways Watch

Jim

 

[ClueByFour]

And hey, my business will go elsewhere as soon as the phone is answered. Or, "transfer me to the states, now."

Dumb. Never, ever send value-add and/or support calls offshore. People will never learn.

 

[reznc]

It is not dumb when you wish to make your company look like an attractive package to sell to another company. Who cares if the res centres are offshore, as they wont be anywhere for long once the company is bought. It is all part of the windowdressing/packaging for the signs to go up on the front lawn of CCY.

 

[700UW]

It is called keeping the jobs in America and not making foreign companies profits and keeping Americans employed.

 

[blueoceans]

It's called capitalism vs. protectionism (a form of socialism.) They said the same thing when the U.S. shoemaking industry in the northeast virtually vanished due to foreign producers. Protect our American shoemaker jobs!!

 

[longing4piedmont]

The very first time my call gets answered by these guys.......

"Precision Response will take reservations from an office in the Philippines and will handle frequent flier calls out of a different office in Fort Lauderdale, Fla."

.....will be my last phone call to US. Count on it CCY

 

[calibrator]

It's called capitalism vs. protectionism (a form of socialism.) They said the same thing when the U.S. shoemaking industry in the northeast virtually vanished due to foreign producers. Protect our American shoemaker jobs!!

[post="260813"][/post]​

So you're all for nothing being made in this country anymore, where one "must" have a college education or specialist skill least you're on welfare. Where CEO's make 100 fold what labor earns, where the middle class is disappearing only to have the very wealthy and very poor. If one is not born of pure brains he is destined to a life of hardships. You view is shared by the world system, a system that is driven by self and the reason for your parsimonious statement.

 

[Art at ISP]

The very first time my call gets answered by these guys.......

"Precision Response will take reservations from an office in the Philippines and will handle frequent flier calls out of a different office in Fort Lauderdale, Fla."

.....will be my last phone call to US. Count on it CCY

[post="260816"][/post]​

To echo L4PI's sentiments, I happen to agree.

First, many other companies, including Delta, have realized the error of their ways and are bringing outsourced customer service and reservation calls back to the US. There are even states who have or are in the process of passing legislation prohibiting them from doing business with companies who outsource. In the long run it is being penny wise and pound foolish.

More importantly, the experienced employees such as those in reservations and in particular the Chairmans Desk are the main differentiation between US and other carriers. These people represent the best in their field, and are to a large degree the main reason why so many of us remain loyal. If you take that away, there is serious risk that many of us will follow them out the door. How much lost revenue potential have they calculated as a result of something like this?

There is no way a person working for a different company with no track record and little experience can come close to providing the service provided by these outstanding people--when we know more about the operation and procedures than the person on the other end of the phone, we don't need to stay around any more.

If the company is truly setting itself up for a sale, or decides it would rather become an LCC catering to the itinerant penny pinching traveler, then I respect that decision and will make my travel plans accordingly. If, however, they decide that their frequent business travelers are more important, they need to take a harder look at their cuts and changes and do what they need to do to keep us coming back week after week after week.

You can't be all things to all people--they need to decide what they want to be when they grow up and execute the plan accordingly. Then we can respond accordingly.

My best to you all....

 

[longing4piedmont]

You can't be all things to all people--they need to decide what they want to be when they grow up and execute the plan accordingly. Then we can respond accordingly.

My best to you all....

[post="260823"][/post]​

Art,

They have decided. The message is clear. And I have decided as well.

Time to move on my friend.

Bubba

 

[AAviator]

Art,

They have decided. The message is clear. And I have decided as well.

Time to move on my friend.

Bubba

[post="260824"][/post]​

1-800-433-7300

 

[Res]

Why not just have those offices service DM awards and RTFC, and reissues (service after the product is purchased), or service calls ...I think having them answer the revenue generating calls is a big mistake.....passengers will not be happy to provide credit card number to third world country.....yet alone try to purchase from someone reading from a scripted verbage....that can't understand what it is they want....

 

[RowUnderDCA]

Reznc is right.

 

[Winglet]

Is there anyone still left in El Salvador? I thought they are all up here illegally now.

 

[reznc]

FFocus people, you are correct. U cant be all to all people, and I do believe U management has made a decision, and it is not for loyal flyers. The closing of the ATO's, clubs, downsizing of frontline staff, as well as maintenance staff says it all. Their version of what a LCC international carrier should be.

Sorry folks U as we knew it, is gone.

 

[WestCoastGuy]

Sorry folks U as we knew it, is gone.

[post="260858"][/post]​

Wasn't this the plan all along???? :down: