Thu, Feb 12, 2009
Moves Some Call Centers Back To US. But Don't Call Them
Who says there's no good news in a recession? What if we told
you we have a story about United Airlines that includes the phrases
"insource' and "new hires?"
Before you get too giddy, the news is actually mixed. The
Chicago Tribune reports United will insource 165 jobs currently
performed in India and Mexico to giant call centers outside Chicago
and Honolulu. Some of those people answering your calls on
1-800-UNITED-1 will be existing employees, but others will be new
The bad news is, they'll no longer take complaint calls.
You can call United to make reservations, track lost bags or
seek refunds, but if you want to complain -- or even
compliment them on their service -- you'll have to do that by
e-mail. The customer service reps will then decide whether to
respond by e-mail, snail-mail or telephone.
United will still rely on offshore labor to take reservations...
but maybe the news is good after all. United spokeswoman Robin
Urbanski said internal studies show customers who communicated with
United by email or snail mail were "most satisfied" with the
airline's response to their inquiries.
Besides, when was the last time you tried to send an e-mail, and
were told to wait for the next available representative?
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