If they were smart, which of course they likely aren''t, they would decentralize reservations altogether and let res agents work from home using a broadband network connection. The res "centers" could be significantly shrunk in physical size, saving lot''s of money on leases.
Agents might even consider working for reduced wages compared to their "res center" counterparts, since they would spend no money on a car to commute, nor for gas to feed the car. No need for day care, or a wardrobe...work naked if that''s what you want! And...in the event of a major service disruption (snow storm, etc.), the decentralized staff could be called into working a shift on a moment''s notice providing a huge reduction in phone queue waits. What a concept!
I believe our model competitors (JetBlue, SWA) do something like this. Why, oh why, hasn''t USAirways emulated the concept?