Tracer,
Many have pointed this out in the past. It isn't the AGENTS who get measured (scored positivly) by refusing to help and forcing the machine, it is management. Do you have any idea how many agents have lost their jobs due to "attrition" (that is UA mgmt talk to the union for "being replaced with the chicken" over the past decade? We all know it, but "the man" has his policy in place.....force them to use the machine, make it difficult to talk to a human, and eventualy, they will learn to use and love the machine.

So by UA's management standards, they are a STELLAR station. They have followed the rules to the point that they have achieved UA's goal. 100% outsource.


Now my posts have gone both ways in the past, but of late have been anti-mgmt. I try to remain neutral, but the point of the chicken isn't to make it easier on the customer. I mean come on, 10 years ago, the CSR could do everything the chicken can do, and with a smile. Now the agents aren't trained nearly as long or as well, their supply dwindels, and the chicken replaces them.

Isn't it a shame you can't yell "Agent, agent, agent" to the chicken to get a human?