restructuration at DRO

[Gautier84]

We really are in bad times, airlines have never faced a darker future IMHO

The reservations office in Europe is regrouping its AAdvantage and reservations representatives into one, to limit costs! that's a bad sign ahead... that basically means we'll do more work but we'll not have a salary increase.
in Dublin, they hire a lot coz they know lots of peeps will leave the company
what's ur opinion about it?

cheers,
Gautier

 

[limit]

We really are in bad times, airlines have never faced a darker future IMHO

The reservations office in Europe is regrouping its AAdvantage and reservations representatives into one, to limit costs! that's a bad sign ahead... that basically means we'll do more work but we'll not have a salary increase.
in Dublin, they hire a lot coz they know lots of peeps will leave the company
what's ur opinion about it?

cheers,
Gautier

I am not sure how a reservations agent can do more work in 8 hours.
Are they only required to answer so many calls a day right now and that number will increase,
or do they have to answer the just the next call directed to them?
In which case I do not see how the work load could increase.
Is there another component to their work i am not aware of?
I am just trying to understand how and what you job entails and not trying to contradict you.

 

[eolesen]

Res is a somewhat unique setup in that work isn't necessarily generated at a local level, but is instead load balanced across all of the call centers. It's sort of like how workload for overnights is supposed to be balanced out, except in a realtime basis.

The default call plan is to route inbound calls to the nearest center geographically, taking into account time of day and staffing at each of the centers. The Crow's Nest at the SRO (essentially inbound traffic control) has the ability to shift work around between any of the five (soon to be four) US call centers.

I'm assuming AA was smart enough to link the DRO so that overflow work could be rerouted to DUB which would otherwise wait on hold at the ERO, SRO, SERO, or SWRO.

AAdv CS is a totally different set of call-in numbers, and they can't handle overflow for Res. Eliminating the separate department and cross-utilizing them for sales calls does mean you can get by with fewer people. With the increasing valuation of the Euro, it wouldn't surprise me at all to see further reductions in Dublin, since it's cheaper to handle the calls in North America even after you figure in the higher telecom costs.

 

[Gautier84]

I am not sure how a reservations agent can do more work in 8 hours.
Are they only required to answer so many calls a day right now and that number will increase,
or do they have to answer the just the next call directed to them?
In which case I do not see how the work load could increase.
Is there another component to their work i am not aware of?
I am just trying to understand how and what you job entails and not trying to contradict you.

until now, the dublin reservations office was cut into the following departments: general reservations agents, AAdvantage res agents, tariff agents, special assist agents, web support agents and leads agents.

And last week on etnet, in the DRO page, I saw that Dublin needed a restructuration and as such they will put the AAdvantage and gen res agents into one department; that means that before when gen res agents had AAdvantage related calls, we transferred them to the AAdvantage agents but from now on we'll have to handle these cals as well: more work but same pay and lots of gen res agents are not happy at all about it.
rumours say it was planned for long but the management told us about that at the very last minute.

 

[WingNaPrayer]

Your topic was confusing. I have no idea what "restructuration" is. If you are meaning "restructuring" then yes, but its the whole damn airline that needs it.

How's the weather been over there? I'm heading your way in about 5 weeks.

 

[The Goose]

Your topic was confusing. I have no idea what "restructuration" is. If you are meaning "restructuring" then yes, but its the whole damn airline that needs it.

Wing:

Yes, restructuration means rebuilding.

If you had any edumacation, you'd know that.

 

[flyhigh]

Gautier84,

Still confused. If you took a call from an AAdvantage member and transfered it, did you not just take the next call? Did you instead wait to take the next after an average call time had elapsed. If you immediately took the next call, then workload isn't increasing. Maybe it is for AAdvantage agents who may not have been utilized efficiently in an environment where calling res is less important while general agents may see a decrease since there will be "more hands on deck".

 

[Gautier84]

Your topic was confusing. I have no idea what "restructuration" is. If you are meaning "restructuring" then yes, but its the whole damn airline that needs it.

How's the weather been over there? I'm heading your way in about 5 weeks.

the weather is one day good, one day bad, that's typically Irish weather.
don't forget to drink the local beer, Guinness once u r here

Gautier84,

Still confused. If you took a call from an AAdvantage member and transfered it, did you not just take the next call? Did you instead wait to take the next after an average call time had elapsed. If you immediately took the next call, then workload isn't increasing. Maybe it is for AAdvantage agents who may not have been utilized efficiently in an environment where calling res is less important while general agents may see a decrease since there will be "more hands on deck".

actually, whenever we got an AAdvantage call, we asked the AAdvanage number of the customer plus the purpose of his call and we called an AAdvantage agent, we inormed him of the AAdvantage number and then we transfer, we never blind transfer.
so, u know, we just transerred every AAdvantage related call because those are special bookings and general res agents have not had the AAdvantage training. Now, we'll have the training and we'll have to handle all bookings.
u r right, it's not "more" work but still, it's another training and many poeple are not happy with it.

Until now, AAdvantage agents received like 85% of AAdvantage calls plus 25* of gen res calls (overflow) and we took 100%gen calls.

now, everyone will take like 65-70% of gen res calls and 35-30% of AAdvantage calls.

 

[limit]

ur right, it's not "more" work but still, it's another training and many poeple are not happy with it.

Until now, AAdvantage agents received like 85% of AAdvantage calls plus 25* of gen res calls (overflow) and we took 100%gen calls.

now, everyone will take like 65-70% of gen res calls and 35-30% of AAdvantage calls.

That is what I thought,thanks.