Just curious -- does Disney use foreign phone reps?

[SleepingUgly]

I called CRO last night and talked with a very, very, VERY nice customer service rep. She had an Indian accent, and I didn't think anything of it ... until we started talking about other things, and then she mentioned that she is from a family of nine (which is not really the norm here in the US) and that her father had tried to arrange a marriage for her with their next-door neighbor.

Later on in the conversation, she reminded me to make my PS, and I said I already had for Chef Mickey's and Crystal Palace, and she did not seem to know what I was talking about.

I know there has been much in the news lately about how many US companies are outsourcing their call centers to India, so I was just curious if someone knew if Disney is doing this? And if so, they need to train these phone reps better, because while the person I talked to was extremely nice and personable, she also didn't know a lot of "extra" details, and seemed to be reciting a lot of answers from memory, as if she was recalling what she learned in training class, kwim?

Anyway, she helped me include a request for bunk beds at AKL and also noted in our reservations that my daughter will turn 3 during our trip. I told her that I had heard some resorts would send cards to the room. She said they will most likely deliver some balloons. I thought balloons were not allowed at AKL? It didn't seem like she knew about that ...

Linda

 

[lclark0621]

No Disney does not outsource to India.

Overflow calls will be picked up by their catalog center in Kansas City I believe.

You were just talking to a girl from India here in America.

 

[impsmom]

I have no idea about the outsourcing but come to think of it the person we talked to sounded foreign too.
We are staying at AKL too and I know I've read a few places that for the safety of the animals balloons are not allowed at the resort but I swear I read someplace here on the board that someone had balloons delivered to their room

 

[SleepingUgly]

I was curious, so I Googled to get some information ...

This from a site called "Ecustomer service world":

COMPANIES ALREADY OUTSOURCING TO INDIA ...

Telephone support:
General Electric,
British Airways,
Citibank,
Harrods

Customer support:
Reebok,
Disney,
American Express,
Amazon


So it seems as if some phone reps are based in India. I wonder if at least some of them have visited WDW and can offer us some first-hand accounts, like the reps from the Tampa office can do.

Linda

 

[GOOFYFREEK]

Do remember Disney does allot of foreign exchange with different country to work both in the parks and hotels and booking. Think about the last time you checked in how many behind the counter where actually from the US.

 

[Barbday62]

They defintly do for the catalog orders.

 

[iLoveEeyore2]

Dell and Citizens Bank must also outsource to India. Everytime I call Dell I get someone speaking Indian and I was shocked when I called Citizens Bank for info. They had no idea how to answer my question and kept asking me if I wanted to hear about their services.