"There is no longer a dedicated 1K line"
May 24, 2012, 3:56 pm
#151
Join Date: Aug 2006
Location: Los Angeles, CA
Posts: 522
United should just call it what it is. The "Premier Line" that also takes 1K calls.
This whole "1K 1Call dedicated line" is BS.
Dedicated means: wholly committed to something, set apart or reserved for a specific use or purpose.
If the agents take calls from all elites, then it's not a Dedicated 1K Line.
This whole "1K 1Call dedicated line" is BS.
Dedicated means: wholly committed to something, set apart or reserved for a specific use or purpose.
If the agents take calls from all elites, then it's not a Dedicated 1K Line.
May 24, 2012, 3:57 pm
#152
Original Poster
Join Date: Nov 2011
Location: ORD
Programs: UAL 1K, Starwood Platinum
Posts: 348
Thanks for the rant. And the personal attack. And for not answering the question posed.
What is the "special" treatment that demands a dedicated group in the call center?
This is what I see as the problem. :-:
But what is special about the way you're treated?
That the call is answered with minimal hold time is certainly something I value. And I cannot argue that it shouldn't continue that way. Having a competent agent who understands the rules is important to me, too, but I cannot pick any group of customers who shouldn't have that.
What's the "special" in the treatment you're looking for?
What is the "special" treatment that demands a dedicated group in the call center?
This is what I see as the problem. :-:
But what is special about the way you're treated?
That the call is answered with minimal hold time is certainly something I value. And I cannot argue that it shouldn't continue that way. Having a competent agent who understands the rules is important to me, too, but I cannot pick any group of customers who shouldn't have that.
What's the "special" in the treatment you're looking for?
May 24, 2012, 3:58 pm
#153
Join Date: Dec 2010
Location: Chicago
Programs: AA EXP, UA former 1K (1.9MM and gone), Marriott LT Plat, Hilton Diamond, SPG Plat
Posts: 1,111
The first half has been my experience, and the agents I've spoken with (about 4 or 5 since 3/3) have all been terrific. One told me that she is there for the GS, but if no GS is calling, then other elites will automatically route to her.
As a former labor productivity consultant, I have no problen with that as it keeps her busy and reduces the workload of (or need for) additional agents.
As a former labor productivity consultant, I have no problen with that as it keeps her busy and reduces the workload of (or need for) additional agents.
May 24, 2012, 3:59 pm
#155
Join Date: Jun 2007
Location: YVR SFO
Programs: UA G
Posts: 4,866
May 24, 2012, 4:03 pm
#156
Join Date: Dec 2010
Location: Chicago
Programs: AA EXP, UA former 1K (1.9MM and gone), Marriott LT Plat, Hilton Diamond, SPG Plat
Posts: 1,111
May 24, 2012, 4:05 pm
#157
Moderator: United Airlines
Join Date: Jun 2007
Location: SFO
Programs: UA Plat 1.995MM, Hyatt Discoverist, Marriott Plat/LT Gold, Hilton Silver, IHG Plat
Posts: 66,855
Say you have 50 GS agent available at one time. You can hold out x number of agents (say 5) as the minimum available before some are used to service other levels. This can be dynamically monitored and adjusted depending on call levels... It is called queuing optimization.
May 24, 2012, 4:13 pm
#158
Join Date: Jul 2005
Posts: 2,324
OK...so if there is an outsourced call center elites shouldn't be pushed there. I know of at least a few people who like calling the ICC to engage in shenanigans thanks to relatively loose abilities to understand world geography, but let's go with it for now. My understanding is that all elite calls are now being handled on-shore; at least they're supposed to be. That's actually an upgrade from the sUA approach as I understand it, right?
I'll even go so far as to agree that if the call volumes are too high the lower elite tiers should be the first to get shunted to the overflow systems.
But I still haven't heard a reasoned claim as to what special handling 1Ks require over other customers, elite or otherwise.
And there are plenty of on-shore agents who appear to not know the new rules. Pretending that only the off-shore folks suffer from that is sortof like pretending that only the sCO or sUA agents are good or bad. It represents an interesting association with reality IMO.
I'll even go so far as to agree that if the call volumes are too high the lower elite tiers should be the first to get shunted to the overflow systems.
But I still haven't heard a reasoned claim as to what special handling 1Ks require over other customers, elite or otherwise.
And there are plenty of on-shore agents who appear to not know the new rules. Pretending that only the off-shore folks suffer from that is sortof like pretending that only the sCO or sUA agents are good or bad. It represents an interesting association with reality IMO.
Simple answer is there are marginal agents and there are great agents. The latter were choosen for the 1K group. You seem to be beating around the bush I'm guessing in an attempt to explain away this change. Reality is there is no rosy explination - this was a downgrade and another change that nobody (but some Co loyalists who weren't accustomed to the pmua 1k treatment, perhaps) "likes".
May 24, 2012, 4:18 pm
#159
Join Date: Aug 2006
Location: Los Angeles, CA
Posts: 522
And the people answering the calls are not competent - as dozens of posts here show.
May 24, 2012, 4:33 pm
#160
Join Date: Dec 2009
Location: New York, NY
Programs: Hyatt GLOB, Marriott Lifetime PLT, UA 1K 1MM.
Posts: 1,728
based off the threads it looks like the service is hit or miss.
personally, i couldn't care less what the heck they name it. premiere line, 1K line, honestly it doesn't matter to me. what matters to me is that the call is answered quickly by someone who can solve my problem. and for me, both pre and post 3/3, that's what my experiences have been (save for one time, which from my experience is an outlier). they could just rename it to "general customer service" and as long as it's quick and efficient, that's fine with me as whether it's a 1K line or not, the net effect is the same. and it looks like i'm in the minority again, but my experience with the premiere line, MPSC, or whatever you call it (i just refer to it as "the 800 number"), has been fine for reservation syncing, GPU applications and flight changes so far.
i don't care if it's dedicated or not and i don't care who answers the phone. i just want my problem solved.
personally, i couldn't care less what the heck they name it. premiere line, 1K line, honestly it doesn't matter to me. what matters to me is that the call is answered quickly by someone who can solve my problem. and for me, both pre and post 3/3, that's what my experiences have been (save for one time, which from my experience is an outlier). they could just rename it to "general customer service" and as long as it's quick and efficient, that's fine with me as whether it's a 1K line or not, the net effect is the same. and it looks like i'm in the minority again, but my experience with the premiere line, MPSC, or whatever you call it (i just refer to it as "the 800 number"), has been fine for reservation syncing, GPU applications and flight changes so far.
i don't care if it's dedicated or not and i don't care who answers the phone. i just want my problem solved.
May 24, 2012, 4:35 pm
#161
Join Date: Jan 2005
Location: DEN
Programs: UA Gold-MM, AA Gold-MM, F9-Silver, Hyatt Something, Marriott Gold, IHG Plat, Hilton Diamond
Posts: 6,393
My take away from this thread:
Just as COdbaUA believes that all elites are equal, they also believe that all phone agents are equal, and thus there is no need for a 1K line. At least that's what a few CO apologists would have you believe.
Personally, I would hate to work for a company that believes all of it's employees are equally good. Socialism?
Just as COdbaUA believes that all elites are equal, they also believe that all phone agents are equal, and thus there is no need for a 1K line. At least that's what a few CO apologists would have you believe.
Personally, I would hate to work for a company that believes all of it's employees are equally good. Socialism?
May 24, 2012, 4:40 pm
#162
Join Date: May 2001
Location: RDU
Programs: UA Plat 2MM, Delta Gold, Hilton Gold, Marriott cardboard
Posts: 1,699
My post 3/3 calls to the 1K line were answered pretty rapidly by an US-based agent who understood my problem and solved it. So far, my experiences have been ok. It will not be OK at all if I consistently wind up with a PMUA off-shore call center, where I have never gotten decent service (and we all go there if the weather is bad at ORD and every agent worldwide is backed up).
It's pretty clear from reading this thread that I've been lucky. As a nobody on DL and AA, I also get agents who understand my problem and can fix things, I just sit on hold for a while.
I flew PMCO only a few times, but whenever I needed to call them, I got somebody who could help. I think PMUA call centers were the worst unless you were 1P or higher.
It's pretty clear from reading this thread that I've been lucky. As a nobody on DL and AA, I also get agents who understand my problem and can fix things, I just sit on hold for a while.
I flew PMCO only a few times, but whenever I needed to call them, I got somebody who could help. I think PMUA call centers were the worst unless you were 1P or higher.
May 24, 2012, 5:43 pm
#163
Join Date: Jun 2007
Location: YVR SFO
Programs: UA G
Posts: 4,866
Again, I fail to see the problem. It's not like you're working with one particular Account Executive (or something) who knows your history. So long as you get someone who can take care of your issue, what's the problem?
As part of the computer switchover, you're going to get PMUA people who are unfamiliar with motions in the new system and PMCO people who are unfamiliar with the 1K carryover rules, but super familiar with the system.
It really does sound like you have no problems with the actual service an agent is providing to you; the problem is that you do not feel special, because other people are able to use "your" 1K agents. Is this wrong?
May 24, 2012, 5:47 pm
#164
A FlyerTalk Posting Legend
Join Date: Jun 2005
Posts: 57,599
I'll even go so far as to agree that if the call volumes are too high the lower elite tiers should be the first to get shunted to the overflow systems.
But I still haven't heard a reasoned claim as to what special handling 1Ks require over other customers, elite or otherwise.
But I still haven't heard a reasoned claim as to what special handling 1Ks require over other customers, elite or otherwise.
I disagree. I have worked with some exceptionally qualified pmCO CSRs.
May 24, 2012, 5:49 pm
#165
Join Date: Aug 2006
Location: Los Angeles, CA
Posts: 522
So long as you get someone who can take care of your issue, what's the problem?
Every call to the line for me since 3/3 has been with an agent that can't solve simple problems and issues and offers a pretty low level of service in general. I've prob called about 10 times since 3/3 and 9 of those 10 calls have been a frustrating experience.
Kind of like this http://www.flyertalk.com/forum/unite...light-sir.html
It really does sound like you have no problems with the actual service an agent is providing to you; the problem is that you do not feel special, because other people are able to use "your" 1K agents. Is this wrong?