Originally Posted by
sehgalanuj
Quick update on the incident. The matter has been escalated to the appropriate customer service managers to deal with the issue. I'll be having a call with them this week to discuss the issue a bit more in detail as well, and I have it on good authority that more senior service managers have been involved as well. In the end, I am hopeful the issue will be dealt with in the right way because in my own experience over many years, this incident was an outlier. If something significant worth sharing comes up, I'll post back here.
Had a follow-up chat with the team today, and I wanted to share a few takeaways that may be relevant to others here.
They’re looking into the internal training process to identify areas for improvement, and I was told the agent in question will be addressed directly. What stood out to me, though, was the broader point about weekend support. As we all know, outside of Monday to Friday, the TA agents are often unavailable or operating with reduced capacity. That means calls routed to the PSL team on weekends may land with agents who simply don’t have the tools or authority to help in the same way. They acknowledged this is far from ideal—after all, we don’t only travel on weekdays.
The good news: they’re actively exploring solutions. Some of the options mentioned included better-trained PSL weekend agents, a smaller dedicated team with escalation authority, or possibly expanding TA availability over weekends. Nothing is decided here, but they are working on it.
That part of the conversation struck me as particularly relevant to the broader community here. I appreciated the transparency, and I hope we’ll see improvements in how weekend calls are handled in the near future.