Originally Posted by
Anonba
Managers can put in seats but the official process for Gold seating is to queue.I believe the reason is so it can be tracked/audited.
In my experience a fair number of managers in the UK contact centres will add seats. However I would say that Capita or India would queue bookings. And there a lot of new starters in all contact centres.
If we queue a booking the process is to queue the bookings add notes to both but the booking that is queued is the Gold cardholder booking. The automatic queue ‘checks’ statis so if someone sends the non Gold booking it is rejected.
Hi Anonba,
What is Capita please? Also, I agree that India would queue bookings but I have never been answered by India on the Gold Line. As mentioned, northern call centre agents bend over backwards in my experience to the extent that you feel like a friend of theirs and virtually always call through the seats. This is exactly the service that makes, to me, BA feel like a small and personal company that I enjoy dealing with.