News today that US Airways is joining the ranks of other airlines and plans to close its Manila call center. It will return those jobs to U.S. based agents.
Outsourcing resulted in unsatisfied customers
In the past decade most major air carriers attempted reducing costs through moving to contracted call center companies located either in India or the Philippines. Customers have complained loudly about the service provided by some 800 call center businesses in the Philippines alone. Those call centers are part of a $150 Billion annual Philippine outsourcing industry.
Hawaiian Airlines customers have been outspoken in their complaints about the Manila center. Some have even told me that the sub-par call service was enough reason to not fly Hawaiian. I’ve always felt that the service was poor not because of the agents themselves, but as a result of inadequate training and ongoing management support.
Hawaiian answered the phones in Honolulu until about five years ago. The Hawaii-based service was even to my curmudgeonly tastes, uniformly excellent. I look forward to the prospect of seeing those jobs return.
Have you had any call center experiences you’d care to share?
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