..daily briefing on DEC 3 in sabre..Service level average systemwide Mon Dec 2 for calls answered within 20 seconds was 27pct..goal is 70pct.Abandoned (hangup)calls averaged 18pct(1 in 6)..goal is 4pct.
For only general sales calls, average answered within 20 seconds was 18pct, abandon rate 22pct(1 in 5).Goal is 70 and 4 again.
When there are 24 hours in a day,last time I checked, picking up the phone 4 or 5 times in that day and bugging agents on a wasted non sales call to test the wait time is not a representative sample of day long average wait times. 200 calls on hold equals a minimum 15-20 minutes wait time depending on which part of the VRU you are tied into and which office your call is routed into. Some passengers stated 30 minutes, others 5 or 6. Some said 10.100 calls on hold is at least 10-15 minutes considering the same circumstances.
These figures are the poorest I ever recall seeing in at least 6 months, if then, at least on days I have been around to check the stats. And they are certainly unacceptable. If 5 or 6 people walked into an establishment(bank e.g.) with potential business to offer and then
1 out of those 5 or 6 walked out because the line or wait was too long, multiplied through the course of a day, wouldn't that business take steps to do something about it? Is U doing anything? No, just cutting heads where we need them the most.On the front line servicing the customers.I am all for trimming fat, the fat is not on the front line. So someone, anyone, tell us all how this is good sound business practice, that is, giving away potential sales and service to other airlines .
There was no weather to speak of, no mass cxlations of maintenance,this was simply volume exceeding number of agents on a business day MONDAY, usually the busiest day of the week where business trips(HAHA) are planned after a long weekend off.
As I said in an earlier post the reduced system will be put to the test late WED and THURS and FRI with the guaranteed ice and snow storm expected from NC to PHLLY. I would expect similar service levels for the next 3 days, if not worse.
For only general sales calls, average answered within 20 seconds was 18pct, abandon rate 22pct(1 in 5).Goal is 70 and 4 again.
When there are 24 hours in a day,last time I checked, picking up the phone 4 or 5 times in that day and bugging agents on a wasted non sales call to test the wait time is not a representative sample of day long average wait times. 200 calls on hold equals a minimum 15-20 minutes wait time depending on which part of the VRU you are tied into and which office your call is routed into. Some passengers stated 30 minutes, others 5 or 6. Some said 10.100 calls on hold is at least 10-15 minutes considering the same circumstances.
These figures are the poorest I ever recall seeing in at least 6 months, if then, at least on days I have been around to check the stats. And they are certainly unacceptable. If 5 or 6 people walked into an establishment(bank e.g.) with potential business to offer and then
1 out of those 5 or 6 walked out because the line or wait was too long, multiplied through the course of a day, wouldn't that business take steps to do something about it? Is U doing anything? No, just cutting heads where we need them the most.On the front line servicing the customers.I am all for trimming fat, the fat is not on the front line. So someone, anyone, tell us all how this is good sound business practice, that is, giving away potential sales and service to other airlines .
There was no weather to speak of, no mass cxlations of maintenance,this was simply volume exceeding number of agents on a business day MONDAY, usually the busiest day of the week where business trips(HAHA) are planned after a long weekend off.
As I said in an earlier post the reduced system will be put to the test late WED and THURS and FRI with the guaranteed ice and snow storm expected from NC to PHLLY. I would expect similar service levels for the next 3 days, if not worse.