Originally Posted by
Flying for Fun
Throwing more agents at the problem is only treating the symptoms. The real issues are poor IT and poor training. AS needs to get serious about making their IT work efficiently, predictably, and reliably. Agents all need to be on the same page with one call/message resolution eliminating the dismissive MSU responses to "improve" stats. If you take care of those, the backlog will take care of itself.
Agreed
Originally Posted by
Flying for Fun
Personally, if I have sent a message and have not received a reply within 14 days, I call. Agents can pull emails out of the queue.
Originally Posted by
dayone
I give it three weeks.
Originally Posted by
vanillabean
I would say a month.
For a measley 2000 redeemable points I am not super motivated to spend time with a CSR on the phone.
And for AS it's not a good use of resources as well - I would be shocked if the cost per request handled by a phone agent wasn't substantially higher than if it was handled asynchronously by email.