VERY STRANGE conversation with CRO/WTC

[zalansky]

Disney's main call center (CRO) is right here in Tampa Bay. They run ads in the Sunday paper looking for telephone reps...the starting salary? $7.00!!! There is also a call center for Disney that handles the cruise calls only. These are the only two call centers Disney operates as far as I know...my DH gave me all this info as he is a call center director and has looked into trying to get hired with them in the past...but the bottom line was SHOW US THE $$$.
The morale of the story is, these people (college students, retirees and part time workers) are making chump change to take calls from people all day long with minimum breaks and strict work ethics...while its never right to be rude...they have to work with what they can staff at that pay.

 

[pamlet]

sheesh - now THAT stinks!! and you are right - at those wages it's VERY difficult to get anyone worth their salt.. I can't imagine that the Tampa Bay cost of living is better than San Antonio - and we start more than that. Of course we do require that they have some travel experience.

In fact - I think our center in Montana pays better than that - and there we do take folks with no experience.

They probably can get a lot of mileage on the name and the bennies. When I worked for an airline there were plenty of folks there who just worked for the flight benefits - in those days you could trade away hours. We had plenty of "full timers" who rarely worked more than 8 hours a week. They just traded everything away...

 

[Sammie]

Originally posted by skiwee1
Are you sure about that? I mean some might be out of state but not all. I talked to a CM the other day about adding someone to my reservation. We got on the subject of weather and she asked about Isabel since I am in Maryland. She said she was so happy it had passed her in Florida this time. We talked for a bit and she was definitely coming from Florida.

I did not say all of them were out of state. Some are in Orlando, most are in Tampa as stated, but there is an out of state location that answers over flow for CRO, unless they have dropped them recently. That was my point. Someone might actually answer the phone that has never been to WDW.

Most want to get away from where they work instead of going their for vacation or time off and most don't make enough to afford a Disney vacation.

 

[susy]

Remember that salaries do differ form place to place.
In South FL (Miami- Ft Laud) a head preschool teacher WITH a Bachelor's Degree (which some schools require for head teacher) will make about $10 an hour-at a good school. In 1994 I was hired as a head preschool teacher . They REQUIRED me to have my Bachelor's degree and I was paid $7 an hour. Two years later I went to another school that wanted to pay me $10-this was unheard of! A dream! Unfortuntaely salaries haven't changed much. My sister works in a "medical billing" office. She makes about $9. Salaries in Orlando (and farhter north) will be less.

I wasn't really upset with the CM's manner on the phone (during this particular call), but more with the fact taht AFTER I had given her my conf# TWICE, she still had some other people up on her screen. I dont' like this when I am payign for the call.

A few weeks ago a CM was cheking on a discount for me and left me on hold for 25 minutes. I finally hang up. They could have called back.

 

[zalansky]

Just a footnote....when Disney runs their ad in the paper, the only requirement listed is for a happy, customer oriented, Disney type attitude!!! I think the previous post was correct, that most people take the job for the benefits, not the pay.

 

[yesdisneyfool]

Originally posted by zalansky
Just a footnote....when Disney runs their ad in the paper, the only requirement listed is for a happy, customer oriented, Disney type attitude!!! I think the previous post was correct, that most people take the job for the benefits, not the pay.

When I retire, this requirement is me, happy, customer oriented, Disney type attitude. And I will do it for the benefits.

 

[Poohbear123]

Florida is ONE of the LOWEST paying States in the Country! Miami is worse...

 

[DZNEEXPERT]

I can honestly say that most cast members DO NOT WORK THERE FOR THE MONEY. Although Florida is typically a state where earnings are low no matter what career path you choose, Disney (hospitality industry for that matter) is on it's own pedastel for low pay.

Due to this fact, most of their hourly cast members work there because they WANT to work there; not to collect money for their savings. The majority of their cast members are from out of state; hence the name tags with their city and state.

Once in a blue moon, you may encounter a castmember who may possibly be having a bad day but please remember, they are human and everyone, uncontrollably, may have that bad day once in a while.

In regards to their jobs, if you think they're being weird or what not, think of how Disney likes to train their cast. They want you to be personal with each and every guest. Therefore if you call CRO and they have your name (or someone related to you) it may be because you have stayed there in the past (or possibly one of you relatives who has used your address) and they want to just save you time by not asking all the initial questions such as address and phone number. In the end, they are just doing their job as they were trained.

Also, one of the main reasons why you are asked to input your reservation number is because Disney currently uses three seperate systems for booking your reservation therefore when entered, it directs the phone tree to an agent already logged on to that particular system.

Some of you may have a 12 digit number beginning with 33xx-xxxx-xxxx, or a shorter number called a "client file number" beginning with a 4 or even a much longer number than the past two usually beginning with a 0. THis is why you input your "ressie" number.

Currently, they are in a process of installing a new system so they will not have this situation anymore and as we all new, when something is new, there usually are 1 or 2 bugs in it. If you call and the agent is using this new system, be patient; i'm sure they get just as frustrated as you may get but they are not allowed to express that frustration.

All in all, do not take your frustations out on an hourly cast member. They barely make minimum wage and are usually there because they love their job. There is no need for us to harass them over decisions made by executives.

 

[pamlet]

I found your post interesting! I was wondering if the agents had pop screens or if the input of the cf number was to route the call. Call centers technology differ and I always find it interesting to see how things are handled in different places. .. ok - so I can be a nerd

Actually the fact that the CMs WANT to be there - and are willing to work for less - shows that things are managed well.

You also make an excellant point that we're all human - and subject to human foibles....

Pam