Originally Posted by
sinoflyer
That was when UAL's stock was trading around $80-100, I believe. The call centers were also severely overstaffed. UA had a policy of keeping average wait times low, around 30 seconds or so. It made sense back then because this was still before internet booking really took off, so most people still bought over the phone (except for those of us who used United Connection on dial-up and never looked back
). Almost on a daily basis, the managers would send the agents home early. Many agents loved it because they could usually count on working just 1-2 hours a day (or less, if they had enough seniority) while receiving full-time benefits for themselves and their family. It was a gravy train that you knew was wrong, but with business going so well, why question the execs who obviously understood the business better than we? But in hindsight, it's not surprising at all why most of those jobs went to India.
I remember this vividly. I couldn't wait to get out of that place anyway, and always put my piece of paper in for getting cut loose early.
The stock prices were actually hovering around $55...they used to post it downstairs at IADRR. I also remember how empty that building was, even in 1999. There were ALWAYS at least half of the call stations just sitting there, collecting dust. UA has (and probably always will) suffer from being too big.
Originally Posted by
vprp
...After 5 minutes of arguing, she finally agreed to check the record. Turns out I was right and things were changed. She then spoke as if she did me a favor.
Sad to see that some things have NOT changed.
