MS - A lot bigger operation than I imagined

[Caskbill]

Thought I'd post this as having general interest.

Today I made a couple of reservations for DVC. They were only made a few minutes apart, 3 or 4 minutes. The 2nd confirmation number they gave me was actually 45 numbers higher than the first, meaning 45 other reservations had been made during that same short time between my two separate reservations.

I asked and the CM told me they had over 100 people manning the phone banks this afternoon when I called. 100 people? Wow.

Silly me, I always guessed they might have had a dozen or so.

I also did some banking, from two different accounts (2-different use year months). It couldn't have been more than 20 seconds between the two banking transactions. Sure enough the banking (BK......) confirmation numbers wern't consecutive. Someone else had also banked their points in that same time.

My hat's off to all of those CM's. They do this all day long, and still, for the most part, remain very cheerful and treat me like I was their only customer.

Just thought I'd pass this along.

 

[Cap]

Thanks for sharing this info.

 

[JimC]

That is interesting. I figured about the same as you Caskbill. That is a large call center operation. I wonder if they staff it here in the U.S. or do what many companies have done and outsource it to the Pacific Rim?

I do agree that no matter when I have called they have been helpful and in good spirits.

 

[Caskbill]

Originally posted by JimC
That is interesting. I figured about the same as you Caskbill. That is a large call center operation. I wonder if they staff it here in the U.S. or do what many companies have done and outsource it to the Pacific Rim?

I do agree that no matter when I have called they have been helpful and in good spirits.

He told me he was located in Celebration, on the 4th floor. He could see the Tower of Terror out the window.

 

[PamOKW]

Yes, so far they've been located in Celebration. I also had no idea that it would be 100 people -- I thought more along the lines of 30-50. Thanks for the info Caskbill.

FYI -- Someone recently posted about being asked for the last 4 digits of the SS#. I got a semi-third degree the other day. Member Number, Name, Confirm address and then the 4 SS#s. I wonder if there was a problem that caused them to start being sure who they are speaking with?

 

[jaysue]

Everytime I have called MS, they have been professional, prompt and helpful and willing to share a laugh or two

I noticed that with the last 4 digits, PamOKW made me have to think to remember mine.....I have noticed of the last 4 calls, asked twice, not twice

thanks
jaysue

 

[disneyberry]

Originally posted by PamOKW
FYI -- Someone recently posted about being asked for the last 4 digits of the SS#. I got a semi-third degree the other day. Member Number, Name, Confirm address and then the 4 SS#s. I wonder if there was a problem that caused them to start being sure who they are speaking with?

i don't think there was any specific problem. i think the higher security is the result of the Patriot Act.
although i don't really see how the Patriot Act applies to something like DVC, heh.
but IMO having higher security in general is better for us all. even if it's a bit inconvenient. (although there appears to be some abuse of the Act + invasion of privacy going on in some instances... hmm...)

as for the inconsistencies with asking for SSN, not surprised about that.
MS always seems to have some great CMs, and some not so good CMs.
i noticed that sometimes they even forget to say basic things like, "can i please have your member#?" or "what can i do for you?".

i too am surprised there are about 100 CMs working at MS.
there are at least 3 CMs at MS that i have spoken to multiple times. i thought there must not be that many CMs working the phone lines, since what are the chances i get the same CM.

 

[DVC-Don]

Actually the last 4 of the SS# is more of a privacy thing than Patriot Act. Banks ,and us (insurance), have had to take steps to try and insure that the person on the phone is the owner of the account on our screen before giving any info over the phone. I'm thinking MS is starting to do the same thing. When we look at a SS# on our screen, all we see are xxxxx's except for the last 4 digits.

 

[lenshanem]

Maybe he meant they have 100 people that work the phones total, but not all at the same time? Wow, that is surprising.

 

[Lexxiefern]

Originally posted by DVC-Don
When we look at a SS# on our screen, all we see are xxxxx's except for the last 4 digits.

Well that is good to know!

I figured there were about 75 people so I am not surprised there are 100. I imagine they will need even more as SSR sells.

 

[dianeschlicht]

I'm not at all surprised there would be 100 agents working at once. Most large call centers will have that many at a time. I am so glad most MS CM seem to be very friendly and helpful and knowledgeable. I had 5 different cast members while making my day by day ressies for a GV for next October. They were all VERY helpful and very knowledgeable. Only one was a little on the subdued side, but it was early, so maybe she wasn't a morning person! They did tell me that they alwasy expect lots of calls this time of year with folks reserving for the F&W festival.

 

[Caskbill]

Originally posted by lenshanem
Maybe he meant they have 100 people that work the phones total, but not all at the same time? Wow, that is surprising.

lenshanem, the CM I spoke with was specific that they had over 100 people working the phones at the time of my call. The fact that between my first reservation and my second one maybe 4-minutes later (He had to change to my other account, check availability at several resorts, etc, thus about 4 minutes before I settled on what to do), that the two confirmation numbers were 45 numbers apart. Meaning 45 others had put in reservations during that 4 minute span. This would definitely lend support that over 100 people were working the phones at the same time.

I'm guessing that maybe Fridays might be a higher call day? Or maybe phone traffic was higher for those getting Oct '94 reservations? Perhaps it's all the food and wine fest reservations generating higher call rates, as Diane mentions.

Anyway, a much higher number than I ever imagined.

 

[rocketriter]

I write customer service training for a lending company (not Disney) that also runs large call centers. There asking for the last 4 digits of your Social Security number happens frequently, particularly if--during the number punching at the beginning of the call--you don't enter your account number or the system does not recognize the phone number you're calling from. It's common practice in our industry. The Patriot Act affects us in a different way. We are no longer allowed to issue credit to someone who gives us only a PO Box. We need a physical address, and if we find ourselves in conversation with an existing account and notice that only a PO Box is on file, we're required to stop the conversation and request a physical address. It's more red tape than we like, but it keeps us in compliance with the law.

 

[RobDoc]

Disney has two multi-story office buildings in Celebration. One houses DCL and they have HUNDREDS of agents working the phones simultaneously. I've toured that facility and it is impressive.

Next door is a similar building that is home to, among others, the DVC offices. Some of the guides have offices there and the corporate staff is also in that location. I have also been in that building, but have not had the full tour. The MS agents occupy an area within that building and, although a little smaller number than DCL, there are indeed often over 100 CM's manning the phones at times. The confirmation/banking reference numbers do serve as a good resource to the activity level at any given time. If you make more than one reservation at a time, the difference in the numbers can be significant (and all reservations are made sequentially).

Thanks for the reminder, Caskbill!