Originally Posted by
1k-all-the-way
Agree, and it always leaves me thinking after the agent returns from hold after the rate desk fixed everything......."Why can't they just train everybody to the level of the rate desk?" Are there some kind of State secrets involved that others shouldn't know about?
The rate desk appears to be a separate, more experienced, more authority, more knowledgeable desk at the call center. While it would be out of place to expect all agents to know rate rules processes, it would be out of place to expect that the top tier FFP customers should always get a more experienced and empowered agent to more efficiently resolve problems. Sadly, the UA execs don't see it this way and continue to staff the Premier access call center lines with average knowledge agents.