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Cheshire Figment
10-23-2003, 05:22 PM
A couple of days ago I was calling to make a dining reservation. Towards the end of the call I asked the operator if he was in the Orlando or the Tampa Call Center. He said that he was in Kansas City.

He normally does Disney Catalog, but when they are light and CRO/Dining are overloaded some of the calls are taken by the Catalog people.

HB2K
10-23-2003, 07:44 PM
A) And this is news or rumor how?

B) I'm shocked he actually told you his location....call center agents are usually trained to never reveal their locations (security issues).

crystalb
10-23-2003, 07:47 PM
And this is news or rumor how?
It's NEWS to me! ;)

manning
10-23-2003, 10:33 PM
It's news to me too!

HB2K
10-24-2003, 05:56 AM
It's news that a call center has an overflow?

Man it's slow around here....

KNWVIKING
10-24-2003, 08:21 AM
Where's "here" ?

Here in the World it's very busy.

Dznefreek
10-24-2003, 02:55 PM
It's news that a call center has an overflow? This very common in the Credit Card industry.

I used to do training for First USA in Lake Mary, FL and when the other call centers got deluged, or had a bomb threat, fire, etc., calls would get rerouted to us.

Man it's slow around here.... Yes, I agree all the boards have been slow lately.

HB2K
10-24-2003, 05:30 PM
Viking-

I was referring to the boards.

timC
10-25-2003, 07:40 AM
B) I'm shocked he actually told you his location....call center agents are usually trained to never reveal their locations (security issues).

What is the security issue?

timC
10-25-2003, 07:51 AM
He normally does Disney Catalog, but when they are light and CRO/Dining are overloaded some of the calls are taken by the Catalog people.

Does anyone know if these call center agents are disney employees or is this an outsource arrangement? I'm thinking Disney would outsource their catalog.

That said... I wonder if WDW is considering passing all their PS reservation line to Kansas.... next step an off-shore call center.

This happened in my company...where a large portion of our calls are managed in India.

Not trying to start a rumor.... but would be terribly concerned if WDW outsourced its call centers...

lovespugs
10-25-2003, 08:32 AM
I believe there are at least some Disney employees at the call center. If you look at the disney careers website it occasionally lists positions in Overland Park, Kansas, where I live.

llrain
10-30-2003, 11:34 AM
Used to werk in a call center. Not affiliated with Disney. It was actually a internet call center.
THere are always times where call volumes were queuing in the hundreds so we would traffic the calls to another location.
It is possible and it is done. You really have no idea what goes into a call center until you actually werk in one.

I did ask a CM where they were located, actually numerous times, and they were happy to tell me the town/City...
As far as security goes We were unable to give EXACT ADDRESSES
of the center. Hours and town was ok.
And I did ask about being disney Employees. One said that they do not outsource (must have alot of agents).....our center had 2 outsourced places and at one time 3.
And they are all true, disney bread employees.

HB2K
10-30-2003, 02:58 PM
I setup call centers so I hear you. The rules I've always heard was agents are NOT supposed to give out any information regarding where they are...but I guess your mileage may vary and some companies are ok with the City and or State.

rangebob
10-31-2003, 06:03 AM
I worked at CRO for Disney. We were allowed to tell the guests where we worked at but only the town. We were never allowed to say exactly where though.

randytenn
10-31-2003, 12:52 PM
We were never allowed to say exactly where though.

Tee hee. I know where you work! Driven by there many times!:tongue:

zalansky
11-04-2003, 02:29 PM
There was just an ad in Sundays paper, Disney is hiring call center associates in Tampa. Now they are offering "competitve pay"....hopefully more than the $7.00 per hour I'd seen a few months back.
P.S. I know where they are too! Why so secretive? Do they think crazed Disney fans will push their way through the doors demanding lower room rates?

beansmom
11-20-2003, 07:50 AM
I *had* to boot this back up...I've worked in a call center for 18 years...we have centers in St Louis and Dallas and there's a secret machine (JK) that routes the calls to whatever center has an available agent. It's a 'virtual call center'. You have no idea where the agent is when you call.

That said, we don't give our street address out but it doesn't really matter if the name of the company is emblazoned on the building 40 stories high, does it???


I wanna work at the DW call center after I retire. But in Tampa????
:crazy:

zalansky
11-20-2003, 08:41 AM
Hey! What's wrong with Tampa?

My husband has been in the call center industry management for 15 years also, and I was for a little while until I'd had enough...so we know about how the systems work. I just am wondering why it is a topic on a board. How boring?

WIcruizer
11-20-2003, 02:27 PM
Disney outsources thousands of inbound telemarketing to 3rd party companies, I know this because a company in WI advertises for these positions. I don't get why it's an issue though...as long as I pick up the phone and someone answers my question I could care less if it's mIckey himself or an 18 yr old kid working for XYZ Call Center, Inc. in Wichita.

BrerMama
11-20-2003, 09:40 PM
There is a call center for the Disney catalog in Overland Park; my dh worked there for the holidays 9 years ago. He was a Disney employee and his Christmas gift was a free one day park hopper to WDW (a rarity even back then). Kansas is actually a popular state for call centers -- Kansans don't have a noticeable accent and are friendly people. I know that just here in Wichita, we have a Spiegels call center, a Carnival cruise call center as well as a Sprint call center. Just a little trivia...

Joyciemc
11-21-2003, 03:13 PM
My aunt works at the call center in Overland Park, KS. She used to do Disney Club, now does Disney Catalog. She was laughing at me when I came to visit because I knew more about the restaurants and resorts than she did, and the call center sometimes takes overflow for both. I wouldn't mind the job, but I can't see myself relocating to Kansas.

hackwith1965
11-30-2003, 08:52 PM
I worked at CRO in Tampa and Orlando. Yes, during peak periods - disney will call upon other resources to assist.
This includes not only catalog - but also Disney cruise.
Pretty much any area can be made to receive those calls -
the bad part about Kansas city- is the lack of knowledge that Orlando and Tampa would have.
It is not a secret where call centers are located. And yes- if you ask -they should tell you. After all - if you need to get back to Lettuce - or anyone else's stage name - you would want to at least know which office handled your call.
There is no security issue. The call centers are not located on property. The one in Tampa is nowhere near downtown Tampa and looks like a normal building with no real indication it is disney.
And the one in Orlando is about 15 minutes from the furthermost points of disney. It is actually about 2 miles from Universal and the building is also not obvious that it is Disney.

VintageKnight
11-30-2003, 10:20 PM
I dont work for disney, wish i hadnt turned it down when i got the chance..

I've worked for one of the largest inbound call center co. for the last 3 yrs doing satalite programing, main rule is we can say state, but nuthing more.

Why? we talk to crazy people. nuthing against my customers since only like 8 percent of 12 million actually ever call in, but we got some wierd, lonely people out there that simply need to be in an institution. ( i have 1 customer that over 4 yrs has called us over 1200 times, and these are only the documented calls that we know of since we didnt do complete documentation untill the begining of 2003) not only this, but people are willing to get violent over very trivial stuff... stuff happenes in the house hold, lost there job or there just not having a good day, they misread there bill or never bother to open it until the tv tells you to please call us and we the entertainment consultants get the brunt of there oversite...

and over the location thing i'll usually be nice about it and tell ya more info than im supposed to but if your acting wierd, dont expect a straight answer when it comes down to info like that, i'll never mislead you on product info, but qwite frankly you dont need to know were im at.

Why do co. not take there own calls, simple its cheaper to train some one elses employees that already know how to talk on the phone to sell your product, than it is to train sells agents to talk on the phone. Tho i wish more co were as professional as DirecTV. (I dont want flame mail over this, just my position on this particular co. since most co i deal with think im a pile of poo when i talk to them.)

Chris Rhodes
Proud employee that works for DirecTV

mrsbigglesworth
12-01-2003, 07:30 PM
Just remember, Disney is not just ANY product. Can you just imagine what it would be like to send those CRO calls to India? Where would be the pixie dust? The product knowledge? Despite the recent problems with the new system, by and large, the people I have spoken to at CRO are friendly, knowledgable, and really want to help me as a Disney guest. They seem to truly want to help me, as they have as much stake in it as I do. They have company loyalty. Anyone can be trained to sell Rainsoft, or Sprint, or Wacky Widgets, or what have you, but Disney, Disney is different, isn't it? Ok, maybe dining is easy, but how about questions like "How do I get to _________from_______, what's the best resort for someone with a 3 year old?, What is the name of the Scottish Band in the Canadian pavilion, etc etc, etc, and in my experience they always listen and they always care adn try to help. I am also not very happy with the sending of many call centers off shore. Kansas is one thing, but India? I cancelled my JC Penney Credit Card when I found out that it was administered in India, and I plan to cancel EVERY credit card or what have you that is adminisered over there.Nothing against India, or people making a living, but hey, they are OUR jobs.
Eventually, if enough jobs go overseas, who will have the money here to even Go to Disneyworld? Henry Ford had the right idea, pay your people enough so that they can enjoy and buy your product. Be kinda hard to do from 8000 miles away, wouldn't it?
Sorry, just venting.