If you have visited 4 times since 1998 . . .

[nycguy1963]

The reason CMs ask for your phone number even though you've punched it in could be:

1) The computer finds no match in the system for what you punched in, so your ressie or info in the database doesn't come up for the CM (bad phone punching, punching in cell phone when you gave home/work phone, bad CM input of your phone # into the database);

2) The program that matches what you typed in to the database info might be down at the time of your call; but most likely...

3) CMs are covering themselves for quality monitoring purposes....they are supposed to have callers verify all information (not read it off to them to verify, but have the caller say it to them). If the phone # you punched in matches your info in the system, they can take your punching it in as your verification. BUT, the phone # you punched in is on a different screen area than your database info/ressie, so it's often faster for you and the CM if you just give it, rather than trying to read two different screen areas at the same time.

If you've never worked in a call center, you can't imagine the complexity of the job nor the pressure...all of which is magnified by Disney in their usual attempt to take the standard model and ramp it up to the nth degree.

 

[pixie08]

They ask that because they have different teams of CM's to help the different types of guests. The calls from guests who have been so many times since whatever dates are routed to the "Worldphile" team of CMs, while guests who have never been are routed to another team.

What is the differnce between different teams?

 

[SeaSpray]

Just think what the FBI/CIA could do with the info that WDW has on us!
Sometimes it's just scarey! Next, they'll be keeping track of our DIS threads!!

Good point!

 

[Disney Doll]

I often wondered the same thing myself...I am sure they know exactly how many times I have been there, based on their caller ID of my phone #. But I always push the right button anyhow. As one poster said, maybe they have different skill levels of CMs,based on a caller's experience with Disney.

Several years ago, we had APs that were expiring one day prior to our departure date. We are frequent Disney visitors, usually at least twice per year, and more if we can squeeze it in!!!! Anyhow, we went up to the Guest Services window at Epcot, to ask the guy if there was a way to pay to add on an extra day to our AP, since we wanted to have the ability to park hop. He scanned our APs, verified our phone # & address, and handed us a free ticket for one park/one day. Since it was free,suddenly the park hopping thing didn't seem so important! Basically, the guy said "based on your history in the computer, we know that you are frequent visitors, so we can do this little nice thing for you as a way to say thank you".

My guess is that they know more about me than I care to think about!

 

[eleanor]

One time when I called the CM said "Oh you have been here about 25 times". So I would say they know where you live and where you eat etc.Kinda spooky.

 

[nycguy1963]

The only difference in the teams are that worldphiles can book dining ressies in addition to rooms/packages. "intender" and "repeater" teams can only book your stay and have to transfer you to someone else that can book dining. In theory, their sales presentation methods should be different. There's no difference in skill level of agents on different teams. In periods of heavy call volume, you'll be put through to the team with the shortest cue, so a worldphile guest may get a repeater agent.

The only info Disney has on you is what you've already provided through an earlier call or online/email info. The agents asks the guest to approximate the number of total visits and the date of the last visit; next time you call, they speil that back to you. The number of stays aren't tracked and automatically entered (not at this point, anyway...and if it did begin, it wouldn't go beyond stays in 2002-ish, when they began using their current software system in its first version).

 

[chyam]

This is my one true pet peeve with CRO . It seems everytime I call it is at least a 20-30 minute wait. The 800 number is great but that is the Travel Service division and they do have different cancellation policies so do be aware. I think the major problem with the long waits is all the questions. They ask you to punch in your phone number and then finally when someone comes on they ask you again, then they have to go through the whole spiel of how many visits, who's coming etc. etc. I feel that when I ask if "such and such" is available for my specific dates and they say it is then ask all the damn questions..........why go through all of the stuff if there is nothing available that I am interested in for my dates. I used to think they were in cahoots with the phone company, but they could process alot more calls if they would just streamline all the market research questions.....If what I want is available then go from there. As much as I love Disney the other day my cell phone went dead several times due to the long waits and my hand fell asleep holding it to my ear, not to mention I had just about had enough of yo ho yo ho a pirates life for me! Oh well I'm through venting now Well I thought I was through but can anyone tell me why Disney can not find a web designer who can create an online resevation system that can handle codes and most other details..........geez you would think they are running a Mickey Mouse operation up there! Ok I'm done now

 

[bytheblood]

I think it is all just one big plot to annoy us.

 

[Skroops]

my husband asked if he could write a check for our dinner at MGM, and the CM said "absolutely!, Disney WILL find you if it is a bad check!" We laughed at the way he said it, but somehow it still gave us a chill the way he said that.

 

[Liz]

I always like to ask them where they are. This week when I called for the AP discount I was talking to a lady in Utah! Usually I get the Tampa call center.

Good grief! I had no idea there was a place in Utah that took these calls! I'm gonna keep calling and hanging up until I get someone from Utah to tell me how I can do what they do!!! j/k But seriously, how do you find out about these jobs that are in different parts of the country?

 

[WDWRC]

It just could be that CRO is in their busy season...that's why there is a long wait! We are certainly not understaffed either....everyone is working 6 days a week to answer your calls! I know it's tough to wait...but sometimes calling really early in the morning can knock out the wait.

Verifying information on a res takes all of about 15 seconds......believe me, I do it every day.

Tracy

 

[GCM13]

I first made a reservation at POR and the CM knew all of my information including how many times I've been to WDW. She didn't ask me a whole, just went over what info she already had (which I was surprised at how much she knew). I called back yesterday to switch to YC and I was asked my reservation number (which I had already punched in), how many times I've been to WDW, my address, my phone number, etc. and all this was before he even checked to see if the e-mail code was available. Wastes a lot of time doing that. Wish they would just tell you if it is available or not, then get the information when you're ready to book it. I forgot to include some requests, but I'm afraid to call back! Oh yeah, and don't ya hate when you call and you have to listen to them say "have you heard about our new Magic Your Way passes?" Drives me crazy!