Outsourced?

[soarinup]

Have I been living under a rock? When did WDW outsource their reservation line? Last year, when I made reservations I was constantly calling their phone line, never got an east Indian voice on the other end, today I did. I rarely have a problem with their communication skills, I was just saddened that even WDW has jumped ship.

 

[vicki_c]

I believe people with accents do live in the US, last time I checked and are permitted to work for Disney. Disney's call centers are in the U.S.

 

[ancestry]

Disney's call center are located here in the U.S. There are many people with accents who work for Disney.

 

[cm8]

Have I been living under a rock? When did WDW outsource their reservation line? Last year, when I made reservations I was constantly calling their phone line, never got an east Indian voice on the other end, today I did. I rarely have a problem with their communication skills, I was just saddened that even WDW has jumped ship.

, are you being for real or are you being funny?

 

[soarinup]

Lighten up, its just an observation.

 

[cm8]

Lighten up, its just an observation.

okay...just wandering

 

[LindyN]

Dining is outsourced with contractors, but not the Disney Reservation Center. DRC are employees--but many are have more than one language. Employees of DRC who speak other languages also answer the phone to speak with guests in their own language too. Think Portuguese, French, German, Spanish... Disney guests are international so they must have people who speak those languages.

 

[epd0407]

I booked last night and noticed a change as well. In hind sight the guy that took mine had a Pritish/Assie accent "not abnormal" but he didnt have the same "magical" feel to him as in years past. Also, I didnt get the normal "have a magical day" at the end. My mother in law also booked last night with a different CM and she said the same thing.

 

[Marcy in FL]

DRC (reservations) is still in the US. At one time (a few years ago), Disney was trying out an outsource company in Miami. These agents went through a very short training and worked from home. Didn't work out- it was a disaster b/c they were awful at booking (inaccurate bookings, no Disney magic on those calls!). I don't think they use them anymore, thank goodness!

 

[SarahD]

DRC (reservations) is still in the US. At one time (a few years ago), Disney was trying out an outsource company in Miami. These agents went through a very short training and worked from home. Didn't work out- it was a disaster b/c they were awful at booking (inaccurate bookings, no Disney magic on those calls!). I don't think they use them anymore, thank goodness!

I hope not...When I call to book a Disney trip, I don't want to imagine that the guy on the other end is sitting on his couch in his underwear...not the magical moment I'm looking for!

 

[SydneyFalco]

I hope not...When I call to book a Disney trip, I don't want to imagine that the guy on the other end is sitting on his couch in his underwear...not the magical moment I'm looking for!

Of course not. When I call the reservation line, I want to be the only one in my undies.

 

[SarahD]

Of course not. When I call the reservation line, I want to be the only one in my undies.

 

[JessiLynn015]

You both have me laughing!!

I did notice a HUGE change when I called in on Monday. It took 52 minutes to book a resort only reservation. She just didn't seem to be very knowledgeable. I had to look up the military resort discount code for her, because she did insist that there weren't any current discounts going on. I'm a very patient person though and just let her do her thing. She was very kind and I appreciate her making sure I was happy as well as trying out the discount code I found (which did work )

This woman could have been new, but my husband had asked the same thing "has Disney been outsourced?". I'm used to hearing different accents when I call into Disney, but when DH mentioned outsourced it made me question it.

To be honest, as long as it doesn't interfere with my trip and I can remotely understand what's being said I'm not really bothered by it.

 

[My2CrazyGirls]

People do work for disney from home and do reservations and dining reservations

 

[Rachaelt]

People do work for disney from home and do reservations and dining reservations

Only dining reservations, and only some of them. Most dining agents are CM's. Is this why I've been getting asked if I was in India, and complimented on my American accent?

 

[mrsz06]

I have never experienced any of these when I have called. Every person I have spoken to has not had an accent and was very helpful and magical. Just FYI people who work for Disney's call center or reservations center whatever you want to call it do work from home. My nephew has a kid in his class who's mom works for Disney and she works from home.

 

[jillhou]

I have spoken with CM with and without accents! My last experience was absolutely wonderful. The CM and I talked about our kids and where mine are going to college. It was great. I think they do a GREAT job!

 

[princesspeach]

Its understandalbe why the op what think that. So many of our call centers have been outsorced to India.

 

[Rachaelt]

I have never experienced any of these when I have called. Every person I have spoken to has not had an accent and was very helpful and magical. Just FYI people who work for Disney's call center or reservations center whatever you want to call it do work from home. My nephew has a kid in his class who's mom works for Disney and she works from home.

I don't work from home. There are some dining agents who may be turned off and on when needed that work from home.