| Reservations, Travel Centers and T.D.S. |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
 |
| IS A.H.T. Stressing You Out? |
Reservations agents recently have been saying the same thing over
and over. “I keep getting harassed about my AHT.” Agents say that AHT
times are unrealistic especially when backing up other departments.
Seeing that a majority of people are now booking on-line many of the
calls we take are coming from unseasoned travelers and usually take
longer to handle properly. Agents realize that there are sales
techniques to be used on the phones and feel that if they are using
them they shouldn’t be penalized for having high AHT.
Besides the cost of the tickets we sell we also collect $20.00 per ticket
to have them issued over the phone. We are the largest group
responsible for brining income to the airline but are penalized if we
spend too much time doing it.
Our AHT standards don’t change enough to keep in line with heavy
OSO (Off Schedule Operations) and other things that affect the
operation. Agents at the airports are short staffed and working 1
person per flight in many instances and we pick up the slack when the
airports don’t have the man power to handle it. Our AHT times are not
adjusted for this, even when we take a long time to find protection for
inconvenienced passengers. With the schedule cutbacks it has
become harder and harder to find alternate space and it usually means
spending more time with the customers.
We continuously hear that it will “come out in the wash” at the end of the
month, when speaking to management, about AHT. In this day in age
when we are trying all we can to keep our customer base and add to it,
we have to be worried about AHT vs. customer service.
The one thing we know for sure is that alone we can’t make changes to
many of the things that affect our jobs, but working together we know
that it is much easier to be heard. Do you have an AHT story to share
with us? Click on Contact Us and let us know.
and over. “I keep getting harassed about my AHT.” Agents say that AHT
times are unrealistic especially when backing up other departments.
Seeing that a majority of people are now booking on-line many of the
calls we take are coming from unseasoned travelers and usually take
longer to handle properly. Agents realize that there are sales
techniques to be used on the phones and feel that if they are using
them they shouldn’t be penalized for having high AHT.
Besides the cost of the tickets we sell we also collect $20.00 per ticket
to have them issued over the phone. We are the largest group
responsible for brining income to the airline but are penalized if we
spend too much time doing it.
Our AHT standards don’t change enough to keep in line with heavy
OSO (Off Schedule Operations) and other things that affect the
operation. Agents at the airports are short staffed and working 1
person per flight in many instances and we pick up the slack when the
airports don’t have the man power to handle it. Our AHT times are not
adjusted for this, even when we take a long time to find protection for
inconvenienced passengers. With the schedule cutbacks it has
become harder and harder to find alternate space and it usually means
spending more time with the customers.
We continuously hear that it will “come out in the wash” at the end of the
month, when speaking to management, about AHT. In this day in age
when we are trying all we can to keep our customer base and add to it,
we have to be worried about AHT vs. customer service.
The one thing we know for sure is that alone we can’t make changes to
many of the things that affect our jobs, but working together we know
that it is much easier to be heard. Do you have an AHT story to share
with us? Click on Contact Us and let us know.
Although agents were told not to speak to the press ERO agents did tell us,
according to news reports, that the closing will save the company $1.7 million per
year and agents will only have the option to move to the SERO, SRO, SWRO, or
take a Home Based Job. While the company is saving $1.7 million per year
closing the office, they will save even more at the expense of the non-union agents
because those with Location Protection will be forced to move to keep their same
pay and benefits.
Agents with “Location Protection”, like the CRO agents last year, are finding out
that "Location Protection" means nothing if it's not in a legally binding contract.
Payy and benefits will only be protected if agents move to SERO, SRO, or SWRO.
Those who chose Home Based jobs must also move to the Home Based pay and
benefits. The office will close in September 2009.
For agents at max pay this means a $6.00 cut in pay, giving up retirement medical
insurance even though pre-funded, having their pensions frozen until they leave the
company, and they will lose their medical insurance as it stands same boat and
reservations has only been hiring in these two categories up until December
2008. AT US Airways we have language in our contract that states Home Based
Workers receive a lower pay scale similar to their commuter carrier, but retain the
same benefits as other US Airways employees and they retain step raises and
reach maximum pay at a set date. In addition agents cannot be forced to Home
Based it is on a voluntary basis only. We have protections that do not allow the
closing of further US Airways res offices. In addition no more than 30% of all
reservations jobs may be done by home based workers.
Many agents at the ERO like the CRO are close to retirement age or are at least 50
but not yet ready to retire. This will force them to move to another office and many
are saying that they are afraid to transfer to the SERO or SWRO because of the fear
of another office closing. In the case of the NRO many agents went to the SLRO
only to find out that it was going to close about 6 months later.
If agents were allowed to work from home at the same pay and benefits the
company would retain experienced agents to service the customers but it seems
as though this is not important. We have lost over 50% of our agents over the past
8 years yet the company continued to hire at lower wages and benefits at the
expense of those unable to transfer or to take home based jobs.
We know that having a union contract doesn't necessarily protect everyone from
layoffs or station closings, but every protection that we have is not legally binding
unless in contract form. We have NO voice on the job that allows us to negotiate a
contract. We do have the Employee Advisory Council that wants input but
everything handled by the EAC can be changed by management at the drop of a
hat. A union contract is legally binding and any changes made must be negotiated
by the members of the union, who are agents that we elect to be on the bargaining
and negotiating teams. Any changes to a contract must be approved by a majority
of the members before it becomes legally binding.
according to news reports, that the closing will save the company $1.7 million per
year and agents will only have the option to move to the SERO, SRO, SWRO, or
take a Home Based Job. While the company is saving $1.7 million per year
closing the office, they will save even more at the expense of the non-union agents
because those with Location Protection will be forced to move to keep their same
pay and benefits.
Agents with “Location Protection”, like the CRO agents last year, are finding out
that "Location Protection" means nothing if it's not in a legally binding contract.
Payy and benefits will only be protected if agents move to SERO, SRO, or SWRO.
Those who chose Home Based jobs must also move to the Home Based pay and
benefits. The office will close in September 2009.
For agents at max pay this means a $6.00 cut in pay, giving up retirement medical
insurance even though pre-funded, having their pensions frozen until they leave the
company, and they will lose their medical insurance as it stands same boat and
reservations has only been hiring in these two categories up until December
2008. AT US Airways we have language in our contract that states Home Based
Workers receive a lower pay scale similar to their commuter carrier, but retain the
same benefits as other US Airways employees and they retain step raises and
reach maximum pay at a set date. In addition agents cannot be forced to Home
Based it is on a voluntary basis only. We have protections that do not allow the
closing of further US Airways res offices. In addition no more than 30% of all
reservations jobs may be done by home based workers.
Many agents at the ERO like the CRO are close to retirement age or are at least 50
but not yet ready to retire. This will force them to move to another office and many
are saying that they are afraid to transfer to the SERO or SWRO because of the fear
of another office closing. In the case of the NRO many agents went to the SLRO
only to find out that it was going to close about 6 months later.
If agents were allowed to work from home at the same pay and benefits the
company would retain experienced agents to service the customers but it seems
as though this is not important. We have lost over 50% of our agents over the past
8 years yet the company continued to hire at lower wages and benefits at the
expense of those unable to transfer or to take home based jobs.
We know that having a union contract doesn't necessarily protect everyone from
layoffs or station closings, but every protection that we have is not legally binding
unless in contract form. We have NO voice on the job that allows us to negotiate a
contract. We do have the Employee Advisory Council that wants input but
everything handled by the EAC can be changed by management at the drop of a
hat. A union contract is legally binding and any changes made must be negotiated
by the members of the union, who are agents that we elect to be on the bargaining
and negotiating teams. Any changes to a contract must be approved by a majority
of the members before it becomes legally binding.
| ERO: 8TH RESERVATIONS OFFICE TO CLOSE. |
 | Location Protection | |
| Retirement Medical | |
| Pension Freeze | |
| Paid Vacation Time | |
| Paid Sick Time | |
| $6.00 per hour salary |
Although agents will still be reservations
lose all the above. If the protections
American Airlines gave us during our last
union drive were written in a union contract
they would have been legally binding.
Agents at US Airways would have kept full
benefits with their contract because Home
Based Jobs are considered the same as in-
house Reservations Jobs with a slightly
lower pay scale but the same benefits as in
house reservations agents.
| WHAT WILL BE LOST? |
Rules for monitoring and taping of calls are
spelled out in a union contract. They
cannot be changed unless changes are
negotiated with our union. This protects
employees from inconsistent and subjective
handling of training and disciplinary action.
In cases with no misconduct, but the
person monitoring or taping thinks you
could have handle your calls better,
management wouldn't be able to issue
disciplinary steps without first offering
retraining or counseling on how to improve
your jobs skills. This would have to be
documented to show the company has
taken the necessary steps to assist the
employee to do their job better.
If management has taken all steps
necessary to get an agent in line with
company procedures and requirements,
then steps could be taken to issue
warnings. Now, at American Airlines, the
company doesn't always follow their own
PPC guidelines. Most of us have seen
agents treated differently for the same
infractions depending on who is issuing
and who is receiving disciplinary action.
Management at any company has the right
to record and monitor calls. The only way
to ensure that they are being handled in a
fair and consistent manner is to have the
procedures in a legally binding contract.
Even in situations with unions, bad
management decisions can be made, and
for that reason you have a grievance
procedure that allows both sides to
present their cases with a decision made
by a neutral third party if either side is
questioning the procedures and discipline
that was followed.
In cases where management has written
proof that they have tried to retrain, or
counsel employees to do their jobs better,
and it hasn't worked, then even the union
may not fight disciplinary action because
the employee has been treated fairly. This
squashes the rumors that unions protect
"bad" employees, especially if management
has followed their own rules and the
contract.
spelled out in a union contract. They
cannot be changed unless changes are
negotiated with our union. This protects
employees from inconsistent and subjective
handling of training and disciplinary action.
In cases with no misconduct, but the
person monitoring or taping thinks you
could have handle your calls better,
management wouldn't be able to issue
disciplinary steps without first offering
retraining or counseling on how to improve
your jobs skills. This would have to be
documented to show the company has
taken the necessary steps to assist the
employee to do their job better.
If management has taken all steps
necessary to get an agent in line with
company procedures and requirements,
then steps could be taken to issue
warnings. Now, at American Airlines, the
company doesn't always follow their own
PPC guidelines. Most of us have seen
agents treated differently for the same
infractions depending on who is issuing
and who is receiving disciplinary action.
Management at any company has the right
to record and monitor calls. The only way
to ensure that they are being handled in a
fair and consistent manner is to have the
procedures in a legally binding contract.
Even in situations with unions, bad
management decisions can be made, and
for that reason you have a grievance
procedure that allows both sides to
present their cases with a decision made
by a neutral third party if either side is
questioning the procedures and discipline
that was followed.
In cases where management has written
proof that they have tried to retrain, or
counsel employees to do their jobs better,
and it hasn't worked, then even the union
may not fight disciplinary action because
the employee has been treated fairly. This
squashes the rumors that unions protect
"bad" employees, especially if management
has followed their own rules and the
contract.
Many reservations agents have asked us
how a union would deal with the new
monitoring system, NICE, in reservations.
According the company's website the system
will captures all interactions, both screen
and voice. The computer program can
analyze your calls based on rules set by
American Airlines and store what information
they deem necessary.
This new program scores all recorded
interaction and identifies callas that don't
meet the company's quality guidelines.
Things like placing a customer on hold for
too long, multiple transfers of calls,and
inappropriate language by the caller or the
employee, will alert a manager to take
action.
Rumors were circulating around the SRO
that a bunch of people were terminated or
given career decision days because of calls
that were taped by this system. Recently,
management at the SRO, held voluntary
meetings to discuss the rumors and agents
were told that the company is not looking
for things to fire people to lower the head
count.
With union representation in call centers,
both airline and non-airline companies, most
contracts do not allow monitoring or taped
calls to be used for disciplinary action except
in the case of gross misconduct.
The problem with monitoring calls is that the
scoring of the calls can be very subjective
depending on who is monitoring them. The
old way of monitoring was really subjective
because calls were not recorded for the
most part. The good part of recording calls
is that the "evidence" is saved and with a
union contract would have to be given to
the union in order to assist an agent with a
grievance should they feel they are being
treated unfairly.
Currently disciplinary action isn't always
consistent and different management
handles it in different ways. With union
representation a trained union steward (a
fellow employee elected by their peers)
would be allowed to accompany an agent
to a meeting with a supervisor if the
meeting could lead to any type of
disciplinary action and the union ensures
that agents are being treated fairly and
consistently across the board.
American Airlines and most other companies
will tell their employees, if they vote for a
union they are going to lose the opportunity
to have any sort of direct relationship with
their supervisors and that a union steward
would have to go with them to any meetings
they may have with their supervisor.
Nothing could be further from the truth. It's
an option that you will have but aren't
forced to take.
how a union would deal with the new
monitoring system, NICE, in reservations.
According the company's website the system
will captures all interactions, both screen
and voice. The computer program can
analyze your calls based on rules set by
American Airlines and store what information
they deem necessary.
This new program scores all recorded
interaction and identifies callas that don't
meet the company's quality guidelines.
Things like placing a customer on hold for
too long, multiple transfers of calls,and
inappropriate language by the caller or the
employee, will alert a manager to take
action.
Rumors were circulating around the SRO
that a bunch of people were terminated or
given career decision days because of calls
that were taped by this system. Recently,
management at the SRO, held voluntary
meetings to discuss the rumors and agents
were told that the company is not looking
for things to fire people to lower the head
count.
With union representation in call centers,
both airline and non-airline companies, most
contracts do not allow monitoring or taped
calls to be used for disciplinary action except
in the case of gross misconduct.
The problem with monitoring calls is that the
scoring of the calls can be very subjective
depending on who is monitoring them. The
old way of monitoring was really subjective
because calls were not recorded for the
most part. The good part of recording calls
is that the "evidence" is saved and with a
union contract would have to be given to
the union in order to assist an agent with a
grievance should they feel they are being
treated unfairly.
Currently disciplinary action isn't always
consistent and different management
handles it in different ways. With union
representation a trained union steward (a
fellow employee elected by their peers)
would be allowed to accompany an agent
to a meeting with a supervisor if the
meeting could lead to any type of
disciplinary action and the union ensures
that agents are being treated fairly and
consistently across the board.
American Airlines and most other companies
will tell their employees, if they vote for a
union they are going to lose the opportunity
to have any sort of direct relationship with
their supervisors and that a union steward
would have to go with them to any meetings
they may have with their supervisor.
Nothing could be further from the truth. It's
an option that you will have but aren't
forced to take.
A. Call monitoring may be utilized by the company. To
assure courteous treatment, accurate information and
superior service, customer calls may be monitored to
assist in the training and development of employees,
identification of customer needs and product evaluation.
B. Where monitoring is conducted, it will be performed
by trained observers with consistent standards applied
at all locations and to all employees.
Monitoring includes but is not limited to the following:
1. Service Observations: Monitoring of this type is
intended to randomly review the performance of the
work group to determine their effectiveness in providing
quality service to customers. Official Service
Observations, made at the direction of the Company for
the primary purpose of determining the overall quality of
service furnished to customers, are not intended nor will
they be used for the purpose of identifying or rating the
performance of individual employees.
2. Diagnostic: Monitoring of this type is intended to
review and evaluate new or changed products, practices
and procedures.
3. Evaluative/Developmental: Monitoring of this type is
intended to be handled in a confidential manner to
document performance of the individual employee for
evaluation purposes. Call monitoring of an employee
will be based on criteria established by the Company.
The criteria to determine the amount of monitoring and
standards expected of each employee will be provided to
each employee. Any changes to the criteria will be
immediately communicated to the union.
C. Feedback from all calls monitored will be provided to
the employee by the end of the day of the completed
contact or no later than their next scheduled work day.
The employee will be notified of exceptional service or
gross misconduct immediately.
D. Employees shall not be disciplined as a result of call
monitoring except for gross misconduct, fraud, violation
of privacy of communications, or when developmental
efforts have not been successful.
E. The Company reserves the right to record calls that
will be used for monitoring.
assure courteous treatment, accurate information and
superior service, customer calls may be monitored to
assist in the training and development of employees,
identification of customer needs and product evaluation.
B. Where monitoring is conducted, it will be performed
by trained observers with consistent standards applied
at all locations and to all employees.
Monitoring includes but is not limited to the following:
1. Service Observations: Monitoring of this type is
intended to randomly review the performance of the
work group to determine their effectiveness in providing
quality service to customers. Official Service
Observations, made at the direction of the Company for
the primary purpose of determining the overall quality of
service furnished to customers, are not intended nor will
they be used for the purpose of identifying or rating the
performance of individual employees.
2. Diagnostic: Monitoring of this type is intended to
review and evaluate new or changed products, practices
and procedures.
3. Evaluative/Developmental: Monitoring of this type is
intended to be handled in a confidential manner to
document performance of the individual employee for
evaluation purposes. Call monitoring of an employee
will be based on criteria established by the Company.
The criteria to determine the amount of monitoring and
standards expected of each employee will be provided to
each employee. Any changes to the criteria will be
immediately communicated to the union.
C. Feedback from all calls monitored will be provided to
the employee by the end of the day of the completed
contact or no later than their next scheduled work day.
The employee will be notified of exceptional service or
gross misconduct immediately.
D. Employees shall not be disciplined as a result of call
monitoring except for gross misconduct, fraud, violation
of privacy of communications, or when developmental
efforts have not been successful.
E. The Company reserves the right to record calls that
will be used for monitoring.
| Reservations' Call Taping and Monitoring Causing Concern in Res Offices. |
| CLick on the CWA wings below to be taken to the US Airways agents' contract. . |
| Call Monitoring Guidelines from the US Airways Agents' contract. |
| Update your address and contact information to continue receiving information about our union efforts once you have moved to your new location. Click on the CONTACT US link on the left side of the page to send us your new information. Home Based Reservations Agents are eligible to vote in our union election with all other reservations and airport agents. If you are a Home Based Agent and want more information about the union, or would like to set up a meeting, send us an email from the CONTACT US link. During our last elections many agents were told by supervisors that if they voted for a union the company could close their office. We have watched the company close 8 offices since 2002 with no union. Are you tired of not having a voice on the job yet? |
| ERO AGENTS |
| American Airlines Leverages NICE Interaction Analytics to Enhance Customer Experience PR Newswire Market Watch March 8, 2010 Click on the above link to read the story about NICE at American Airlines. The company is using technology that monitors phone calls, tone of voice, words used, and whether or not the agent and customer are speaking over one another. |