Spend Management requires balancing total cost and quality. I was reminded by this tonight when it took 38 minutes with Orbitz (25 of that time waiting for an initial pick-up) to change a business reservation that the travel provider would not let me make using the online booking system.
By lowering its cost structure by reducing the number of call center seats at 8:00 PM CST on a Monday night, Orbitz made what they thought was an educated gamble. But they clearly lost the bet tonight, requiring a 25 minute hold time.
This is not Spend Management. This is unacceptable customer service. One would have thought that Orbitz would have learned something about appropriate staffing levels since their launch challenges.