Have they "outsourced" DVC reservations?

[Flitter]

I've been away from the boards for a while and perhaps this has been brought up before......BUT, when I called DVC this AM it seemed to be as there was a possibility they could have "outsourced" Member Services. Does anyone know anything about this possibility?

 

[bobbiwoz]

I don't know about MS, but once I called CRO and felt I was calling someone at their house. It was hard to explain, but it just didn't seem like I was talking to WDW, but the reservation worked. I have never gotten that feeling when I've talked to member services.

Bobbi

 

[goofygal1975]

I don't know about MS, but once I called CRO and felt I was calling someone at their house. It was hard to explain, but it just didn't seem like I was talking to WDW, but the reservation worked. I have never gotten that feeling when I've talked to member services.

Bobbi

They most likely have a work from home program. Many customer service jobs are now trying this. I wanted to do this, but we have a dog that just barks at anything, and it would be heard on the phone. Over the last few years, I have seen or heard about many companies allowing a very small part of the workforce to work from home as a trial.

I have not heard anything about outsourcing for DVC/MS...but I've only had to call a few times.

 

[lmb]

I've noticed this before and the castmember sounded like they were at home and concentrating on something else. It was very unprofessional.

 

[wildernessDad]

I haven't noticed this at all.

 

[BirdsOfPreyDave]

I'm pretty sure on "heck day" -- the day reservations for THV and BLT both opened -- the CM I finally got to talk to was at home. The background noises I was hearing definitely weren't from an office. I don't know if they have a telecommute program or if they were just using every resource they could think of that day.

 

[toodycat]

I've had that vibe for a while. I miss the service I got when I booked our first trip to the GF in 2000. The CM on the phone confirmed my name "J as in JAFAR, A as in ALADDIN, N as in NALA, E as in EEYORE." Too cute!

 

[fishermouse]

Can't say where they are when I call but I have never had naything other than excellent service. Always friendly and profesional. Most companies require telecomuters to have a quiet area to answer phones. If it keeps the cost down and everything works well I'm all for it.

 

[Duckfan-in-Chicago]

I have read on the DIS that some people are working from home. I called today and I could hear a few other people in the background talking about dates. I think it's hit or miss at times.

 

[nzdisneymom]

Next time someone calls, we should ask!

I don't care where they are working as long as they help me make my reservation!

I tried to book something online the other day but because we only had one resort / one room type that we wanted, I couldn't enter the same info for both slots (they want the alternate) and I couldn't leave the alternate blank. We were booking 11 months out for SSR and I only wanted a 1BR - a studio wouldn't work, and a 2BR was more points than we wanted to commit.

I'd love an option where we could mark "no alternate, if request isn't available, just say so." But then this is really for another post or a phone call to MS to ask about what to do when trying to make those types of reservations

 

[KAT4DISNEY]

Next time someone calls, we should ask!

I don't care where they are working as long as they help me make my reservation!

I tried to book something online the other day but because we only had one resort / one room type that we wanted, I couldn't enter the same info for both slots (they want the alternate) and I couldn't leave the alternate blank. We were booking 11 months out for SSR and I only wanted a 1BR - a studio wouldn't work, and a 2BR was more points than we wanted to commit.

I'd love an option where we could mark "no alternate, if request isn't available, just say so." But then this is really for another post or a phone call to MS to ask about what to do when trying to make those types of reservations

How about just entering the same request twice? ie - SSR 1 Bedroom in both slots.

 

[Sammie]

Most calls are answered by Member Services but over flow goes to the Disney Reservation Center and some of those calls are answered by at home workers. I talked to a very nice lady in Kansas one day that had a very loud parrot, I thought at first I had gotten the Tiki room.

 

[snowbunny]

This is becoming more common, when calling JetBlue reservations I am pretty sure I am talking to someone at their home. Doesn't bother me at all as long as they can do what I need them to do; environmentally and from a family standpoint I think it's great.

 

[Flitter]

I would not care at all if Member Services was handled from people's homes. My call seemed as though it had been answered by someone that was not in this "country". I know many companies "outsource" their calls to India or Pakistan or other places in the world (not Disney World), I find this very often in my job when I call an insurance company and find it most anoying.

 

[Chuck S]

I would not care at all if Member Services was handled from people's homes. My call seemed as though it had been answered by someone that was not in this "country". I know many companies "outsource" their calls to India or Pakistan or other places in the world (not Disney World), I find this very often in my job when I call an insurance company and find it most anoying.

I don't think they outsource to overseas call centers. You may have gotten someone that immigrated to the US. I know we have a lot of folks in our area that are not native born, and while most would assume they came up from Mexico, many are from the Caribbean, and there are also a lot people of Middle Eastern heritage here.

 

[Flitter]

I can definately deal with that.

 

[jodifla]

I'd much rather talk to an American at home than a foreigner I can't understand at some overseas call center!

 

[nzdisneymom]

How about just entering the same request twice? ie - SSR 1 Bedroom in both slots.

We did -- and it rejected it.

But I called MS and was able to get what I needed.

 

[twinklebug]

I'd much rather talk to an American at home than a foreigner I can't understand at some overseas call center!

Amen. Keep America Employed!

 

[Flitter]

I agree 100%.