Jetstar outsources phone-booking operations
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Jetstar outsources phone-booking operations
http://www.travelbiz.com.au/ 11/01/04
Jetstar outsources phone-booking operations
Qantas’ low-cost carrier, Jetstar, has outsourced its entire call-centre operations to Melbourne operator SalesForce, which will handle all phone booking enquiries.
According to Qantas spokesman Michael Sharp the move is in line with Jetstar’s aim of keeping costs lower than those of arch rival Virgin Blue.
The move has raised the ire of the Australian Services Union, however, which is worried it will lead to job losses at mainline Qantas if Jetstar cannibalises its domestic market share.
The union met with Qantas on Friday to ask why Qantas’ 1,200 call-centre staff in Brisbane, Melbourne and Hobart were not invited to pitch for the work, according to an Australian Financial Review report.
But Sharp said the tender process was carried out, and SalesForce had been successful because it was “able to deliver the services in the most timely and cost effective way”.
‘We have informed the union there will be no job losses,” he said
Jetstar plans to start selling tickets later this month and is hoping that by outsourcing the work of 40 call-centre staff it can minimise costs ahead of the expected airfare wars once it starts competing with Virgin.
The new budget carrier was supposed to have released details of its route network last week but put back the announcement to coincide with the first ticket sales, scheduled for the last week of February.
Meanwhile, four domestic Qantas flights were delayed at Perth yesterday when baggage handlers held a three-hour stop-work meeting over casual workers.
The West Australian reported that flights to Melbourne, Karratha and Sydney were delayed by up to two and a half hours as about 90 ground crew discussed the issue outside the Perth terminal.
Transport Workers Union WA secretary Jim McGiveron said the meeting began at 1pm and the workers went back to work at 4pm.
He said that if Qantas could “spend $10 million on its new television commercial then it should be able to provide full-time positions for its baggage handlers”.
A Qantas spokeswoman confirmed the delays but declined to comment on employment issues.
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Jetstar outsources phone-booking operations
Qantas’ low-cost carrier, Jetstar, has outsourced its entire call-centre operations to Melbourne operator SalesForce, which will handle all phone booking enquiries.
According to Qantas spokesman Michael Sharp the move is in line with Jetstar’s aim of keeping costs lower than those of arch rival Virgin Blue.
The move has raised the ire of the Australian Services Union, however, which is worried it will lead to job losses at mainline Qantas if Jetstar cannibalises its domestic market share.
The union met with Qantas on Friday to ask why Qantas’ 1,200 call-centre staff in Brisbane, Melbourne and Hobart were not invited to pitch for the work, according to an Australian Financial Review report.
But Sharp said the tender process was carried out, and SalesForce had been successful because it was “able to deliver the services in the most timely and cost effective way”.
‘We have informed the union there will be no job losses,” he said
Jetstar plans to start selling tickets later this month and is hoping that by outsourcing the work of 40 call-centre staff it can minimise costs ahead of the expected airfare wars once it starts competing with Virgin.
The new budget carrier was supposed to have released details of its route network last week but put back the announcement to coincide with the first ticket sales, scheduled for the last week of February.
Meanwhile, four domestic Qantas flights were delayed at Perth yesterday when baggage handlers held a three-hour stop-work meeting over casual workers.
The West Australian reported that flights to Melbourne, Karratha and Sydney were delayed by up to two and a half hours as about 90 ground crew discussed the issue outside the Perth terminal.
Transport Workers Union WA secretary Jim McGiveron said the meeting began at 1pm and the workers went back to work at 4pm.
He said that if Qantas could “spend $10 million on its new television commercial then it should be able to provide full-time positions for its baggage handlers”.
A Qantas spokeswoman confirmed the delays but declined to comment on employment issues.
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