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Jobs to go at RCCL UK with company split


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Yesterday it was announced that approx 100 jobs would go at Royal Caribbean's UK office when the company splits.

 

"The UK and Ireland guest and trade service centre for Royal Caribbean and Azamara, currently based in Addlestone in Surrey, will be operated by a multi-lingual team based in Guatemala, which will handle calls from both the public and the travel trade."

 

You can read the rest of the story here -

 

http://www.travelmole.com/news_feature.php?news_id=2008068&c=setreg&region=2

 

Good luck to all those who will lose their jobs, it is a sad day :(

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Yesterday it was announced that approx 100 jobs would go at Royal Caribbean's UK office when the company splits.

 

"The UK and Ireland guest and trade service centre for Royal Caribbean and Azamara, currently based in Addlestone in Surrey, will be operated by a multi-lingual team based in Guatemala, which will handle calls from both the public and the travel trade."

 

You can read the rest of the story here -

 

http://www.travelmole.com/news_feature.php?news_id=2008068&c=setreg&region=2

 

Good luck to all those who will lose their jobs, it is a sad day :(

 

 

 

 

A sad day indeed.

Hopefully the employees affected by the job losses will get the support they need, and the standard of service to the customer doesn't drop as a result of these changes :(

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None in the other CL's either. Also no pool towels in suites anymore according to the room attendant.

 

This year RCI (UK) sales agents haven't been able to offer on board credit (other than promotions) anymore, which they were none too pleased about, as indeed were their customers.

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It is a shame!

 

Just my personal observation, and experience when a company tries to merge work groups, and customer service into these types of call centers, customer service severely suffers. Over the years many US corporations have tried this philosophy, and found it to be a dismal failure. Eventually, the corporations return to a more local customer service center.

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Does anyone know what they do in the US? I've noticed service over here really improved over the past 2 years. Especially between spring 2012 and spring 2013, it was like night and day. Maybe what ever they did here they are trying to expand to the global offices.

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I remember reading some posts not that long ago, where UK members said when they called the UK office they actually got the US office, and at that time I went hmmmmmm...strange.

 

But I thought no more about it as with Oasis coming over the pond next year and Quantum going from Southampton then this would be great for the UK office so this news really came from out of the blue and I am greatly shocked by this news.

 

I have communicated with some great people from the UK office who have I know, gone that extra mile for so many UK guests and it saddens me that folks are going to lose their jobs here.

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Having just read the Proposals for the UK Call Centres then all of us in the UK email the CEO Adam Goldstein at agoldstein@rccl.com to register our protest at this move, im sure all of us in the UK have expeirienced Foriegn Call Centres in the past and most of us if not all have had bad expeiriences with them, we have had excellent service from UK based RCCL Call Centres and should not have to put up with what could be second rate Customer Service.

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Having just read the Proposals for the UK Call Centres then all of us in the UK email the CEO Adam Goldstein at agoldstein@rccl.com to register our protest at this move, im sure all of us in the UK have expeirienced Foriegn Call Centres in the past and most of us if not all have had bad expeiriences with them, we have had excellent service from UK based RCCL Call Centres and should not have to put up with what could be second rate Customer Service.

 

Excellent post - Could it be that the decision makers are actually fans of Guatemala Rums, as this would be the option that made sense;).

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I can't believe that people are posting here about cost cutting for "small things", towel animals, and chocolates on pillows, when 100 people AND THEIR FAMILIES are losing at least one income in a household!!

 

I feel really bad for them, and I also hope RCCL gives them a good severance package.

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Having just read the Proposals for the UK Call Centres then all of us in the UK email the CEO Adam Goldstein at agoldstein@rccl.com to register our protest at this move, im sure all of us in the UK have expeirienced Foriegn Call Centres in the past and most of us if not all have had bad expeiriences with them, we have had excellent service from UK based RCCL Call Centres and should not have to put up with what could be second rate Customer Service.

My e mail has been sent to him :-)

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It is a shame!

 

Just my personal observation, and experience when a company tries to merge work groups, and customer service into these types of call centers, customer service severely suffers. Over the years many US corporations have tried this philosophy, and found it to be a dismal failure. Eventually, the corporations return to a more local customer service center.

Yesterday, I had to call my own employer's customer service to report the fact that someone was giving my fax number out as a customer service fax number. I could have simply ignored the faxes, but this is the company I work for and I have a personal vested interest in -- well after several "presses" (press 1 for . . . ., press 3 for . . . ., etc) I finally hit zero often enough that I get a human -- some off-shore contracted dude who barely spoke English who pretty much told me he didn't care because the faxes weren't his. I spoke to his supervisor, who actually told me to stop wasting his reps' time because he was evaluated based upon their call volume, so I spoke to his supervisor who told me to shred the faxes because he had no idea what to do with them and the people would just resend them if they did not get a response.

 

I finally went to the admin assistant of a VP that I know peripherally from outside work -- she went to her boss who raised holy heck and finally got someone from the off-shore place to figure out who was giving out the wrong number, change that and found out where the faxes were actually supposed to go.

 

Consolodation, off-shoring, contracting out services may make a big difference in those cost center's budgets; but I've never really seen any of these make a positive (or even neutral) impact on the actual customer service.

 

The TA's may be happy, they will have to deal with the new lower-cost CS reps, but will likely get a lot of pax who will now book through a TA rather than have to deal with them themselves.

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I can't believe that people are posting here about cost cutting for "small things", towel animals, and chocolates on pillows, when 100 people AND THEIR FAMILIES are losing at least one income in a household!!

 

Because the two things are not unrelated; they are both symptomatic of cost-cutting moves and both potentially impact the customer experience. Being concerned about one is NOT a negation of the significance of the other and the implication that those that comment on the "small things" are somehow lacking in empathy is an unjustified assumption.

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Having just read the Proposals for the UK Call Centres then all of us in the UK email the CEO Adam Goldstein at agoldstein@rccl.com to register our protest at this move, im sure all of us in the UK have expeirienced Foriegn Call Centres in the past and most of us if not all have had bad expeiriences with them, we have had excellent service from UK based RCCL Call Centres and should not have to put up with what could be second rate Customer Service.

 

Being from the US and watching US companies outsource customer service through the years, you really should voice your opinion. Outsourcing has not been positive to the customer. Half of the time, you might get someone who can speak fluent english but that is a crap shoot. When they give you their name of Elvis, you know you're sunk.. Take for instance Microsoft. My husband worked for Microsoft for 6 years and during that time before they outsourced his entire unit to India, he was picking up calls in the morning that the outsourced engineers had worked on all night to resolve but couldn't. It would take him a fraction of the time to fix the customer's problem. The person who it affected the most was the customer. Beware of outsourcing customer service. Companies get what they pay for and customers suffer the consequences.

Prayers go out to the 100 people who may lose their jobs..

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I suspect my next cruise could be my last with Royal Caribbean, and that's a shame.

 

I want only to deal with UK based staff to help with my enquiries and deal with my needs, as my past experiences of oversees call centres have invariably been dreadful, resulting in a lack of communication and extreme frustration. I have no desire to contact a call centre in Guatemala, so I'm afraid my custom will be going elsewhere.

 

Shooting themselves in the foot with their UK customers perhaps?

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Similar thread on the Azamara site and again the consensus is that the British dislike of overseas call centres will cost Royal Caribbean and Azamara (Celebrity appears to keep it's UK call centre) business.

 

At a time when a lot of UK companies are bringing call centres back into the UK we can only see it as a bad move. Coupled with the obvious bad publicity of so many UK employees losing their jobs at Christmastime, media spin no doubt, and maybe deservedly in this case, will be that a large US Corporation is treating the UK market as second class citizens!

 

Our personal experiences with contracted out call centres, even if they are UK based, has not been good as those personnel you speak to have no real affiliation with the company they represent. Time will tell but we think this is a decision that Royal Caribbean will regret, although maybe they really don't consider the UK an important market?

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:eek:

Yesterday it was announced that approx 100 jobs would go at Royal Caribbean's UK office when the company splits.

 

"The UK and Ireland guest and trade service centre for Royal Caribbean and Azamara, currently based in Addlestone in Surrey, will be operated by a multi-lingual team based in Guatemala, which will handle calls from both the public and the travel trade."

 

You can read the rest of the story here -

 

http://www.travelmole.com/news_feature.php?news_id=2008068&c=setreg&region=2

 

Good luck to all those who will lose their jobs, it is a sad day :(

 

Nnnnooooo! Please do not do this. My RCCLUK Personal Cruise Specialist is fantastic and is as much a part of the Wow as anyone else in the team. Please rethink this move.

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