SeaWorld Calls it Quits on Orlando Call Center

[Jahrules]

Sounds like the Orlando call center is closing up shop and they're outsourcing support.

Behind The Thrills | SeaWorld lays off call center employees

behindthethrills.com

 

[Pretzel Kaiser]

I know this is going to come across as racist (to an extent, it is but not out of malice)but I have difficulty understanding people with accents so this sucks so much.

 

[Jahrules]

I don't think it's racist for one to say that it's difficult to understand accents; especially because accents don't necessarily have anything to do with race. For instance, it can be just as hard to understand someone from Louisiana with a thick Cajun accent as it is to understand a non-native English speaker in a foreign country.

Many call centers have taken steps to address this by providing employees with 'accent elimination' courses.

It can be difficult to understand accents; that is simply a fact. By saying that, you are not demeaning these workers or implying they are less valuable as people.

 

[Eric]

Just tacked their main phone number for ticket purchases and stuff. Goes straight to India

 

[Jonesta6]

Kind of surprised in both that this hasn't happened earlier and that this is when they decided to head that direction.

 

[warfelg]

Yes but will this fix bad info going out?

 

[Unagi]

This outsourcing has been going on. I had to call them last month and update my credit card info for my EZ Pay because the site wasn't working (go figure) and I spoke to someone in Jamaica.

 

[BGWnut]

I don't think it will fix the bad info being given by them

 

[lce]

Only thing I can imagine benefiting the poor info flow is the fact that the company they are outsourcing this to may have stricter policies on what needs to be provided to them by clients (in this case, SEAS) to ensure smooth operations.

But that may be a stretch.

 

[phurst]

Well, this is unfortunate. I know, I know, centralized customer service was notorious for giving inaccurate information, but several times I had to call and got EXTREMELY helpful CSRs. I'd guess people working directly for SEAS probably had a little more latitude to fix problems than any 3rd party will, regardless of where they are based.

 

[Rothbury]

Add this to the restructuring!

SeaWorld lays off nearly 100 customer service employees in Orlando, jobs moved to third-party vendor

Around 100 SeaWorld employees were told Monday they're out of a job.

www.wftv.com