Originally Posted by
Seattlenerd
It's troubling that some on the Gold desk are giving out bad information. I had a similar situation with a CSR when canceling a ticket for a spouse 10 days ago and had to speak to a supervisor, who knew about the policy for MVP Golds.
I hadn't run into this lack of knowledge on the MVP Gold desk before, at least not as reported by several people here lately. I wonder if they're training new staff or having non-Gold desk CSRs handle overflow calls in the holiday peak.
AS hasn't hired new agents for their call centers in almost two years. I would think it's probably because of the increased call volume that your calls are being sent to "back-up" agents that don't handle MVP/G calls on a regular basis.