Frustration Soars As Airline Switches To Call Center For Support
from the emergency dept
For companies of all sorts, the lure of moving customer support operations to low cost call centers is often irresistible. But as many can attest, the money saved can show up as money lost somewhere else. The problems at Dell following its move to skimp on service are quite illustrative. It looks like the latest to fall into this trap is Hawaiian Airlines, which has seen customer wait times soar, ever since it outsourced its operations to a call center. This has resulted in lost sales, as well as, undoubtedly, a damaged reputation. The company claims that the long waits on hold are the result of a surge in volume, but that seems like too much of a convenient coincidence. Hopefully, the company has a plan to fix the problem. If it laid off a lot of its trained support staff, it won’t be so easy to just call them up and ask them to come back.