YX re-announces MKE-STL service
Jan 26, 2010, 9:22 pm
#16
Join Date: Jan 2008
Posts: 3,638
A and B are both good options.
Another idea worth consideration is to simply replicate what jetBlue does. David Neeleman came up with the idea of training a team of agents that could work at home using computers to access the reservations system. By doing something like this, Republic would have a dedicated group of trained individuals that could be utilized to handle many of the incoming calls.
Not only would this save costs from having dedicated space to house these workers, but would also allow enough flexability to match staffing levels with call volumes. Keep a list of employees willing to work overtime and they can take calls when demand is high (weather related cancellations/delays, schedule changes, etc.). Having these types of employees would also allow Republic to be more proactive when disruptions are possible.
This would go along ways to helping resolve current problems with the call center while keeping costs in check.
Just an idea....
Another idea worth consideration is to simply replicate what jetBlue does. David Neeleman came up with the idea of training a team of agents that could work at home using computers to access the reservations system. By doing something like this, Republic would have a dedicated group of trained individuals that could be utilized to handle many of the incoming calls.
Not only would this save costs from having dedicated space to house these workers, but would also allow enough flexability to match staffing levels with call volumes. Keep a list of employees willing to work overtime and they can take calls when demand is high (weather related cancellations/delays, schedule changes, etc.). Having these types of employees would also allow Republic to be more proactive when disruptions are possible.
This would go along ways to helping resolve current problems with the call center while keeping costs in check.
Just an idea....
Since people generally do not like unexpected change, a prolonged wait on the phone gives an already unhappy customer time to become even more irritated. I truly give credit to the agents who must deal with some of the very challenging situations they are presented - trying to resolve problems with available resources, while still trying to keep a satisfied customer, is not easy. Sometimes, the solution the customer is expecting is just not logistically possible.
As far as agents working from home, my understanding is that there are agents working from home; at least there have been in the past.
Jan 27, 2010, 6:35 am
#17
Join Date: Jun 2008
Location: MKE
Posts: 2,161