Today, your ASU Delegates, with Aaron De La Torre and Michael Robson from the ASU, questioned Qantas Contact Centre management for an hour on the issues which you have told us you are dealing with on a daily basis.
Qantas sent representatives to this meeting from the Hobart Contact Centre, the Head of Direct Customer Service and Qantas App, the Industrial Relations team and the Human Resources team.
The ASU’s questions were wide-ranging and covered a lot of ground; including call volumes, current flying levels and expectations moving forward, staffing levels, access to Coaches and Team Leaders, IT and systems issues, and many other topics.
We have called for an increase in staffing levels across Contact Centre Consultants, Team Coaches and Team Leaders.
Qantas has committed to providing us with a significant amount of data, which we will interrogate over a future meeting and we have asked for a meeting specifically to discuss the survey results you provided us to see what actions they are taking to address each of those issues.
We will be asking you to take a small action next week to help us call on Qantas to provide more staff to the Hobart Contact Centre. Keep an eye out for a future email in relation to this.
For more information, please contact any of your ASU Delegates, or
ASU Tasmanian Coordinator Aaron De La Torre | firstname.lastname@example.org | 0427 813 821.