Over the weekend, I got curious about life as a MP General Member or (!) a non-member. You know, the sort of customer that encompasses everything from the once-in-a-decade-cheapest-fare sort to the must-have-a-ticket-now-regardless-of-cost type. So I decided to call in to reservations and pretend to be that type of customer. To ensure my anonymity, I never entered my MP number, and also called from a different phone number (just in case they track by that).

The results were mixed. Calling 800-UNITED-1 consistently resulted in busy signals once I asked to speak to an agent. Later, I got a very robotic Bangalore-based agent who consistently gave "non-answers" to my questions. However, calling 800-JET-AWAY got me a friendly, helpful Chicago-based RSR within seconds of my asking for an agent. Incidentally, all of this took place within a one hour timeframe on Saturday afternoon.

With a 33% "satisfied customer" rate based on my informal test, I thought I'd expand my perceptions by dialing the local number for Australian customers. My call was promptly answered by a Manila-based agent with excellent English (and a very "standard" American accent) who knew the rules well. She answered a couple of "tricky" questions I asked regarding MP awards with aplomb, and in one instance where she wasn't sure of the answer, she checked with a supervisor.

Pleased with this Manila call center experience, I tried again a little later and got another very good agent. Granted, none of this is statistically solid evidence of any widespread trend, but compared to a "random" call to the ICC, Manila yields a much better overall experience.

So...the conclusion I draw from my "experiment" is that United should expand its MNL operations as soon as possible, and begin the process of moving business away from its BLR vendor. The MNL center is an excellent example of offshoring done right.

Is anyone at United listening?

^ That you had time to do that - if I could only find the time in a day to eat 3 proper meals AND exercise AND get a full 8 hrs sleep...

I assure you it's doable.

Caveat emptor: sometimes, one must define "proper meals" somewhat liberally. Regardless, still possible!

Manila better than the ICC? Well, yes, the speaking clock is probably more knowledgeable than the stinking ICC.

But for those of us in Australia calling 131777, the service is considerably worse since UA's local agents were fired last year and replaced with the Manila CC.

Granted, you can still generally get a result in the end (unlike the stinking ICC) but you're still up for 5-10x longer per call.

I spoke to an excellent agent in DTW today.

Screw Manila, how about some more DTW (and for that matter HNL) agents??

STOP outsourcing our jobs, that's all I have to say. What are your young people going to do if all the call center jobs get sent offshore.

I posted about this kind of data gathering a while ago: http://www.flyertalk.com/forum/showthread.php?t=593064

I'm just impressed you actually cared enough to do it! It's a small sample, but it's a start.

How did you know the agents were from Manila? I'm guessing you just asked?

I won't comment one way or another on offshoring/outsourcing in general, but given that UA is already doing this, I'm making a request that they shift providers based on the higher-quality experiences I had with the Manila center.

I had not previously read your thread...I'm impressed that you made the effort to get that data gathering process started! I will add my contributions a little later so we can bump that thread up and hopefully receive more inputs.

Yes, I asked the agents where they were based, and they readily told me.

I empathize with your downgrade in service. Despite the ICC trend here in the US, at least (1P +) US elites still have a good probability of being connected to experienced agents.

I hope UA uses its Manila operations as a best (better?) practice model for offshore call centers. Whether they substantially improve the ICC or take the easier/cheaper route of expanding Manila's responsibilities, that will ultimately result in a more positive experience for those customers who are connected to an offshore call center.

Now instead of calling the ICC, I just call the toll free number for Best Buy.
They have about the same knowledge regarding UA, but the Best Buy folks are easier to understand.

It's very easy to pick out a generic Filipino accent and they have their own idioms which translate into the call center scripts. e.g., "Hello Sir Somnibulist..."

The MNL call center is certainly way better than the ICC....as a 1K I am put off that my calls are sometimes routed away from HNL or DTW during peak irregular opps...but I way prefer MNL over ICC...in fact, if I get the ICC I simply hang up and try again.

The ICC stinks...UAL are you reading this?

I'm glad that folks are posting similar positive experiences with the MNL call center.

To reiterate what has been stated elsewhere previously, it's not the location that determines the quality of agents. The fact that HNL, for example, is known to have good agents is reflective of good management.

BLR could easily be a top-notch call center, but since UA is not willing to make the investment in a well-trained in-house subsidiary, and are instead going with a low-quality vendor, the support is understandably sub-par. It could make business sense to continue to outsource to a vendor, but UA needs to seriously reevaluate its choice of vendor: MNL is proof that better options exist.

At the very least, UA should add a choice to the reservations line that says, "For first and business class reservations, press X" and route that line to (a) US agents, and if they're not immediately available, then (b) the MNL call center.

Your experience is not mine unfortunately. MNL is definitely better than BLR. I've found them unsure or unknowledgable when answering different types of questions (thats my experience anyway). I usually feel a little unnerved when talking to them.
But I do second they are better than BLR..

I have found myself calling the US 1P number late at night from AUS, so early morning central time.. I've now got in the habit of asking where they are and having a brief chat and acknowledging the great service. I've followed up with two emails to CS to commend agents in question.

Also, its likely that MNL is more costly than BLR... UA will obviously be factoring it all into their "call center formula"..