Call Hold Times

Discussion in 'American Airlines' started by RumorS, Dec 5, 2002.


  1. RumorS

    RumorS Senior

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    Hold times are BAD BAD BAD just like the weather... Tryed calling 6 times and all 6 times I was told please hold while we connect your call to a BUSY SIGNAL... LOL not even a recording saying try your call again later just a busy signal....Would be nice if they had about 300 more agents taking calls ... Friday, December 6th 250 more agents GONE!!!!!! This is getting funnier every day!!!![img src=''http://www.usaviation.com/idealbb/images/smilies/16.gif'']
     
  2. RumorS

    RumorS Senior

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    2:00 PM est 290 calls on hold!!!!! Goodluck!!!!
     
  3. RumorS

    RumorS Senior

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    2:00 PM est 290 calls on hold!!!!! Goodluck!!!!
     
  4. res4us

    res4us Member

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    CHPR and Gold/Silver go to the front of the class when using the special 800 numbers. CHPR bump everybody. That's why they never have a hold of more than a minute or two.

    OT ended last night at 2200 at 2300 there were 200 calls on hold in INT. Add PIT and MCO to that, that would mean about 600 calls on hold. We were told no more OT would be added. I feel terrible for the pax who's flts were canx and they had to way well over 30mins to speak to someone.

    [img src='http://www.usaviation.com/idealbb/images/smilies/15.gif']
     
  5. res4us

    res4us Member

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    CHPR and Gold/Silver go to the front of the class when using the special 800 numbers. CHPR bump everybody. That's why they never have a hold of more than a minute or two.

    OT ended last night at 2200 at 2300 there were 200 calls on hold in INT. Add PIT and MCO to that, that would mean about 600 calls on hold. We were told no more OT would be added. I feel terrible for the pax who's flts were canx and they had to way well over 30mins to speak to someone.

    [img src='http://www.usaviation.com/idealbb/images/smilies/15.gif']
     
  6. ITRADE

    ITRADE Veteran

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    [P]
    [BLOCKQUOTE][BR]----------------[BR]On 12/5/2002 1:11:49 PM RumorS wrote:
    [P]Try calling the Gen Res Line or the RI line, it's a different story!!!!!![/P]----------------[/BLOCKQUOTE]
    [P][/P]Yet another reason why elite status is worth that one extra mileage run! [img src='http://www.usaviation.com/idealbb/images/smilies/9.gif'] [img src='http://www.usaviation.com/idealbb/images/smilies/9.gif']
     
  7. ITRADE

    ITRADE Veteran

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    [P]
    [BLOCKQUOTE][BR]----------------[BR]On 12/5/2002 1:11:49 PM RumorS wrote:
    [P]Try calling the Gen Res Line or the RI line, it's a different story!!!!!![/P]----------------[/BLOCKQUOTE]
    [P][/P]Yet another reason why elite status is worth that one extra mileage run! [img src='http://www.usaviation.com/idealbb/images/smilies/9.gif'] [img src='http://www.usaviation.com/idealbb/images/smilies/9.gif']
     
  8. ITRADE

    ITRADE Veteran

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    I just tried to call the US3 line just for kicks and got through immediately.
     
  9. ITRADE

    ITRADE Veteran

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    I just tried to call the US3 line just for kicks and got through immediately.
     
  10. RumorS

    RumorS Senior

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    OT was added in PIT at 5:15 am this morning. 5am till midnight for Gen Sales, International sales, Gen sales CSD, and International CSD... One Problem we are short on agents to work it!!!! If we survive we are in for a LONG winter!!!
     
  11. RumorS

    RumorS Senior

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    OT was added in PIT at 5:15 am this morning. 5am till midnight for Gen Sales, International sales, Gen sales CSD, and International CSD... One Problem we are short on agents to work it!!!! If we survive we are in for a LONG winter!!!
     
  12. RumorS

    RumorS Senior

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    Still getting a busy signal. This time it was somewhat funny. One of the choices was for travel within the US or Canada or travel on METRO JET press 2.... METRO JET ... Perhaps the system is messed up!!! LOL
     
  13. RumorS

    RumorS Senior

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    Still getting a busy signal. This time it was somewhat funny. One of the choices was for travel within the US or Canada or travel on METRO JET press 2.... METRO JET ... Perhaps the system is messed up!!! LOL
     
  14. RumorS

    RumorS Senior

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    Try calling the Gen Res Line or the RI line, it's a different story!!!!!!
     
  15. RumorS

    RumorS Senior

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    Try calling the Gen Res Line or the RI line, it's a different story!!!!!!
     
  16. PHL

    PHL Veteran

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    How many total agents are on the phones now? 200, 300, 500 calls on hold is relative to how many people you have answering them.

    Completely hypothetical:If 500 calls are on hold and you have, say, 250 agents taking calls, at an average of 3-5 minutes per call, then the hold time might not be so long.

    But if you're only telling us how many calls were on hold, yet not giving us the total number of agents to service them, then those numbers are useless.
     
  17. PHL

    PHL Veteran

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    How many total agents are on the phones now? 200, 300, 500 calls on hold is relative to how many people you have answering them.

    Completely hypothetical:If 500 calls are on hold and you have, say, 250 agents taking calls, at an average of 3-5 minutes per call, then the hold time might not be so long.

    But if you're only telling us how many calls were on hold, yet not giving us the total number of agents to service them, then those numbers are useless.
     
  18. CSA-pro

    CSA-pro Newbie

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    If you recall the other day, Piney Bob and 1 or 2 others said 200 calls on hold equaled negligible wait times,so why is it so different today??[img src='http://www.usaviation.com/idealbb/images/smilies/5.gif']
    FYI..MCO RES staying open all night Thursday , voluntary overtime of course..Talk about a slap in the face???.."u need these agents today,and tomorrow, but not 4 weeks from now"..Of course OT $$ and XMAS $$ takes precedence over principles anyday, therefore Furlough Folks will be working it. For the good of US of course.[img src='http://www.usaviation.com/idealbb/images/smilies/2.gif']

    ((In the off chance anyone is wondering, someone in charge "accidentally" deleted my account along with one or 2 other folks the other day, so had to reregister. Hate being a "newby".[img src='http://www.usaviation.com/idealbb/images/smilies/9.gif'] ))
     
  19. CSA-pro

    CSA-pro Newbie

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    If you recall the other day, Piney Bob and 1 or 2 others said 200 calls on hold equaled negligible wait times,so why is it so different today??[img src='http://www.usaviation.com/idealbb/images/smilies/5.gif']
    FYI..MCO RES staying open all night Thursday , voluntary overtime of course..Talk about a slap in the face???.."u need these agents today,and tomorrow, but not 4 weeks from now"..Of course OT $$ and XMAS $$ takes precedence over principles anyday, therefore Furlough Folks will be working it. For the good of US of course.[img src='http://www.usaviation.com/idealbb/images/smilies/2.gif']

    ((In the off chance anyone is wondering, someone in charge "accidentally" deleted my account along with one or 2 other folks the other day, so had to reregister. Hate being a "newby".[img src='http://www.usaviation.com/idealbb/images/smilies/9.gif'] ))
     
  20. drifterreno

    drifterreno Veteran

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    just got through to ticketing---actually hit the wrong button--sched changes and arrival times---had to wait through 3x you did the wrong thing--then transferred in. Happy to talk to someone who knew a friend and it was the same friendly business like person on the other end of the line--in Pit--ticketing---God Bless all of you. They should have kept Reno open---56 degrees and partly cloudy skies. I'd be glad to take a few calls
    [img src='http://www.usaviation.com/idealbb/images/smilies/1.gif']
     

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