Call Hold Times

[PHL]

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.

 

[PHL]

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.

 

[CSA-pro]

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??
FYI..MCO RES staying open all night Thursday , voluntary overtime of course..Talk about a slap in the face???..[i]"u need these agents today,and tomorrow, but not 4 weeks from now"[/i]..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'] ))

 

[CSA-pro]

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??
FYI..MCO RES staying open all night Thursday , voluntary overtime of course..Talk about a slap in the face???..[i]"u need these agents today,and tomorrow, but not 4 weeks from now"[/i]..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'] ))

 

[drifterreno]

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

 

[drifterreno]

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

 

[RES87rno]

[blockquote]
----------------
On 12/5/2002 3:13:55 PM CSA-pro wrote:

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??
FYI..MCO RES staying open all night Thursday , voluntary overtime of course..Talk about a slap in the face???..[i]"u need these agents today,and tomorrow, but not 4 weeks from now"[/i]..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'] ))
----------------
[/blockquote]
You're right about working OT. This is the last paycheck before Christmas and I'll be there later tonight along with alot of other agents. Most of the pax I talked to today were really understanding, I'm going to miss parts of this job. Well, see you at the Salt mines![img src='http://www.usaviation.com/idealbb/images/smilies/16.gif']

 

[RES87rno]

[blockquote]
----------------
On 12/5/2002 3:13:55 PM CSA-pro wrote:

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??
FYI..MCO RES staying open all night Thursday , voluntary overtime of course..Talk about a slap in the face???..[i]"u need these agents today,and tomorrow, but not 4 weeks from now"[/i]..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'] ))
----------------
[/blockquote]
You're right about working OT. This is the last paycheck before Christmas and I'll be there later tonight along with alot of other agents. Most of the pax I talked to today were really understanding, I'm going to miss parts of this job. Well, see you at the Salt mines![img src='http://www.usaviation.com/idealbb/images/smilies/16.gif']

 

[Res]

Those who schedule the OT, do they seem to leave at a certain hour of the evening...sometimes no matter how desperately OT is needed late in the evening it is almost never posted....wondering...it this a job title that departs the building at 6Pm never to look back?

 

[Res]

Those who schedule the OT, do they seem to leave at a certain hour of the evening...sometimes no matter how desperately OT is needed late in the evening it is almost never posted....wondering...it this a job title that departs the building at 6Pm never to look back?

 

[noname]

[blockquote]
----------------
On 12/8/2002 409 AM Res wrote:

Those who schedule the OT, do they seem to leave at a certain hour of the evening...sometimes no matter how desperately OT is needed late in the evening it is almost never posted....wondering...it this a job title that departs the building at 6Pm never to look back?
----------------
[/blockquote]
The people in charge of OT work that department 24/7.

 

[noname]

[blockquote]
----------------
On 12/8/2002 409 AM Res wrote:

Those who schedule the OT, do they seem to leave at a certain hour of the evening...sometimes no matter how desperately OT is needed late in the evening it is almost never posted....wondering...it this a job title that departs the building at 6Pm never to look back?
----------------
[/blockquote]
The people in charge of OT work that department 24/7.

 

[Reservation Agent]

Just wait til January when the Reservation line will close at 12 midnight... We don't need to sell tickets after midnight...Flyers can call Delta, American, Northwest, SouthWest, United, etc....
How about those folks on the West Coast like LAX, SAN,SFO,SEA,etc...Sorry, you can only call us until 9PM your time...(12 Midnight East Time)....We're closed....

Oh sorry.. if your stuck in a line at the airport..and your flight is cancelled... the one person..at our ticket counter can rebook all 200 of you folks in line, eventually....
We used to have good customer service....better pack some Rolaids or Tums in your bag...

 

[Reservation Agent]

Just wait til January when the Reservation line will close at 12 midnight... We don't need to sell tickets after midnight...Flyers can call Delta, American, Northwest, SouthWest, United, etc....
How about those folks on the West Coast like LAX, SAN,SFO,SEA,etc...Sorry, you can only call us until 9PM your time...(12 Midnight East Time)....We're closed....

Oh sorry.. if your stuck in a line at the airport..and your flight is cancelled... the one person..at our ticket counter can rebook all 200 of you folks in line, eventually....
We used to have good customer service....better pack some Rolaids or Tums in your bag...

 

[RumorS]

I have no idea how that is going to work.
Every bank has a 24/7 operation.
Every hotel like Hilton or Hyatt has a 24 hour res number.
Every other major airline has 24 hour serivce.

This is a huge diservice, someone really messed this up....