Discussion in 'Purchasing DVC' started by MrsG, Jul 18, 2004.
How early does MS open in the AM EST?
Too short would like to see a few hours on Sat, and yes I know that my dues would go up alittle.
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I think that the current situation (hours) is horrible... and a disgrace for anyone in the service industry. I also do not feel that extending hours should have any significant change in the cost of providing the service.
The cost of staffing a call center is dominated by call volume (requires increased manpower) and the length of time for each call.
Each DVC member has a fixed amount of calls to make, since we only take a limited number of vacations. In other words... adding more hours of operation should not change the call volume significantly... it would just change the shifts that a fixed number of employees would need to work. Also... it stands to reason that calls should not take longer based on time of day.
I think they should move to a 24/7 model moving some of the current day time operators to evening and night shifts.
It is my experience so far that the actual MS staff are very well trained, and professional in their jobs... my dissatisfaction has nothing to do with individuals who I have dealt with on the phone. However, at the operational level, their management needs to make some changes to create a call center that provides a much higher level of service than we receive. For an organization with arguably the absolute highest MF's in the industry... they provide close to the worse level of service... at least on this vector.
Iin regards to MS, just about all of my dealings with them has been terrific. Unfortunately, I have had a couple of instances where the CM did not speak very good English, I found it to be very frustrating. After I finished my transaction, I called right back to make sure that my ressie was made correctly, I am glad that I did, my dates were incorrect.
I agree with your logic - I am a customer service manager in a call center and from my experience with staffing and scheduling, expanding the hours would actually aid in reducing call waiting times and increase their service levels immeasurably while not increasing costs. While we would be willing to pay more for the convenience of better hours (weekends??), it shouldn't be too difficult for MS to do this.
However, I also agree that this is the only area of complaint we have with MS - their service has been outstanding!
Steve, Jennifer and Max
Steve, Jennifer, and/or Max,
Thank you for providing your insight. My comments were based on my understanding of call center operations. Clearly, you are more qualified than I am, and I am glad to see that you concur.
Now I guess the real question is how do we give this feedback to MS?
I'm calling this morning to fix mine I asked the MS person to book me at VWL , he kept telling me my points were at BCV. I told him that my trip was less than 2 months away, and I could book anywhere. I asked it there was room at VWL and he said yes. .......
Got my ressies Saturday,,, yup, I'm booked at BCV Not complaining, too much, but most of the days will be at MK so VWL is more practical.
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