Originally Posted by
carlosdca
There has never been.
Elite calls (other than EXP or CK) are routed to the general desk like anybody else.
The call just get prioritized according to status.
The EXP desk used to consist of dedicated staff. I don't know if it's still the case since I'm not EXP for a few years now.
I've been confused about this. 15 years ago as EXP, my calls went to the EXP desk and rarely more than a 2min wait, nearly all outstanding agents.
Then I dropped to God/Plt/Pro for a few years, and went into the normal queue during the time that wait times increased and average quality of interaction decreased.
I've been back to EXP for a year now. Wait times are shorter but not consistently < 10min, and I'd venture that half the time the agent doesn't answer with anything like "EXP Desk" or otherwise addressing my status. Once in a while I get a really exceptional agent who matches the average for the EXP desk of 15 years ago but it's the exception rather than the rule. Otherwise it's a mixed bag, not much different from my non-EXP experience.