Shore services outsourced?

[Petronillus]

In a separate thread on this forum, in response to one writer's complaint, another mentioned how the quality of "shore services" has declined since they were outsourced. That was news to me. I tried searching for any prior thread on this topic, without success. Is this true?

And, if so, what comprises shore services? Do shore services include our Personal Cruise Consultants? I've always taken it for granted that my PCC is a HAL employee.

[AtlantaCruiser72]

Shore services has traditionally been a separate team from main reservations. They facilitate pre-cruise purchases via telephone of excursions, specialty dining, gift amenities, beverage packages (not HIA package which is a booking item) and retreat reservations amongst other things. There was no formal announcement of outsourcing, just like there never was of reservations when they were outsourced. My last several calls to shore services have been answered by “staff” in a VERY noisy call center, with VERY heavy accents, who were obviously working from a script/knowledge base IT system.  The old Seattle based staff were VERY knowledgeable and easy to work with, the new team not so much.  The difference is significant. 
 

As far as I know all PCC’s are now home based contract agents and no longer are based in Seattle. They are commission based sales staff that may or may not have a depth of historical knowledge of processes/work around when/if there is an issue.  Whether they are still truly CCL/HAL employees is unclear. They may now be considered independent contractors (which would avoid CCL having to provide full time benefits).
 

Carnival corp has been outsourcing a LOT of their support functions over the last few years (post restart) and Princess and HAL have had some of the most significant changes, and not for the better. 

[crystalspin]

So, who does still work for HAL? 

[AtlantaCruiser72]

5 minutes ago, crystalspin said:

So, who does still work for HAL? 

That’s the $10,000 question Mr Clark!!!! 😂

[shipmeoff!]

Good to be aware of. Sounds like my experience with meeting resistance in transferring a booking to my TA may not have been a one off / rogue employee as suggested. 

I recently dealt with shore excursions on the phone and there was definitely less of the extreme but sincere HAL professionalism I remember so fondly. 

[YourWorldWithBill]

10 minutes ago, crystalspin said:

So, who does still work for HAL? 

I believe the CEO is still an employee.

And maybe their administrative assistant, although you never know.

🙂

[Hlitner]

We always smile when we hear folks who are "loyal" to PCCs (or other terms used for the same thing).  What you are talking about are low paid employees (sometimes working from their home) who are simply sales/order takers.  Since they work for a specific cruise line, their loyalty is to the cruise line (their employer).   Since cruise lines must somehow pay these folks, it is just smart business to look towards lower cost phone centers which might be in the USA, India, Philippines, etc.  

 

Cruise lines have long outsourced many of their functions.  You might see it on ships where the photo center operation, shops, excursion desk, casino, spa, are all outsourced to third parties.  Some cruise lines even outsource "catering" which is all or part of their food/food service operation.  On some lines, that waiter you like, does not even work for the cruise line.  Large companies like Apollo Global Catering have done quite well handling food service operations on some cruise lines.  In fact, if you bought a cruise ship today, you could use third party companies to run just about every aspect of your ship and not need to hire a soul!

 

For years I have given a nod nod-wink wink when I hear fellow cruisers talk about their loyalty!  The reality is that loyalty is somewhat of a con (encouraged by cruise lines, airlines, hotels, etc) to boost business.  But more times than not, the loyalty is one sided!  It is amazing how much "loyalty" can be had for the price of a cheap pin, medallion, caller ID (so you are greeted by name on the phone) or even photo ID!  Yes, photo ID is the new thing.  These days you walk up to a counter and are greeted by name. WOW.  How does that happen?  On Seabourn (and some other lines) come of the crew would memorize the names of customers from pictures hanging below decks.  But now, they might just have a monitor that tells them your name (and other things) via photo ID. And some folks still want their privacy?  good luck

 

Hank

[FOPMan]

HAL also has outsourced personnel responsible for checking in passengers at various ports, I believe. A friend used to be directly employed by HAL in Fort Lauderdale, but, alas, is no more.

[Gunther1]

5 minutes ago, FOPMan said:

HAL also has outsourced personnel responsible for checking in passengers at various ports, I believe. A friend used to be directly employed by HAL in Fort Lauderdale, but, alas, is no more.

I worked  (under contract, as we all did) at the Seattle port a few years ago and FOPMan is 100% correct.  We worked with whatever cruise line docked that particular day….and if required by HAL, Princess, whomever, we would have to don whatever identifying bling the company  wanted (tie, scarf, pin, etc).