Originally Posted by LLZ

What I don't get is why AA has such a hard time weeding these folks out. The difference between the good (even mediocre ones) and the crappy ones within the EXP desk is absolutely glaring, almost as if to shout, "Yep, I"m at the EXP desk, and I S@ck Big Time. Deal with it."

Whatever happened to the "This call may be monitored for quality assurance?" I wonder if they are given a headsup like the FAs are with the in-flight forms for pax to fill out?

"They'll be listening today, so polish it up folks!"

Any true random monitoring of these agents' calls would clearly demonstrate their deficiency, lack of professionalism, and general unsuitability to this job, compared to their coworkers.