Originally Posted by
ualvet
Read her words carefully. She's not saying that these agents are 1K-only, just that they're the ones designated to take 1K calls. While perhaps they're more senior or better trained than other agents, they could well be spending most of their time handling lower-level Premiers. (Of course, they could still answer the phone as 1K Desk when we call, if the system worked properly and they were paying attention.)
Exactly. IMO, There is now a set of reps that are designated as able to take 1k calls.... Not that they only take 1k calls. They probably are supposed to answer with "1k line" based on a screen indication that they are talking to a 1k, but not yet in the habit.
My guess, based on the posted experiences, UA greatly increased the number of staff so designated to reduce wait times (before answering the call, not total time of call).
End result, less experienced reps who do not understand the ends and outs of 1k benefits as they are not used to dealing with them.
All part of the announced strategic plan to reduce the cost of serving "elites".