Opinion: Qantas in damage control as call centre wait times blow out to over two hours | EKnightOfficial
The brand damage Qantas has sustained because it has allowed this issue to fester is impossible to measure. It is made all the worst because Qantas markets credentials on service.Qantas boss Alan Joyce admitted to an audience of business leaders this week that call wait times had blown out to more than an hour.
On Thursday Qantas publicly owned up to its failings on this issue by writing to frequent flyer members and apologising for the wait times and acknowledging it was “unacceptable”. Qantas says that by the middle of the year it will have increased the number of call centre operators by 200 per cent in 12 months. While most of the reasons are legitimate, nothing damages a brand like poor after-sales service. Booking online is the easy part.
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