| Reservations, Travel Centers and T.D.S. |
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| 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.
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.
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.
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.
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.
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.
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.
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.
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 to be taken to the US Airways agents' contract. . |
| Call Monitoring Guidelines from the US Airways Agents' contract. |
| QUESTIONS AND ANSWERS FOR RESERVATIONS AGENTS |
Q. I was recently told by my supervisor that we could lose our flexibility with a union. Is this true?
A. Only if you decide to negotiate your flexibility away. Let's look at the facts. You will elect your
negotiating team that will consist of agents from reservations. They will negotiate everything
that pertains to wages, working conditions, and benefits. TL, Flex Time, and CS's are items
that would fall under working conditions. Most airline contracts expand on these items when
negotiated and they have proven to be items that have saved the company money. If these
save the company money why would insist you give them up when you already have them
without a contract? In addition, would you vote for a contract that limits your flexibility? A
contract will only pass once it has been voted favorable by more than 50% of the work force.
Fact: The company gave us many of these flexible items during our last union campaign to
get us to not vote in the last election. Then later many restrictions were placed on them
without a union. Everything that was taken away from us would have had to been
negotiated if we had a union.
Q. I was told that if we vote for a union the company would outsource our jobs. Is this true?
A. Without a union the company has already outsourced our jobs. The Spanish desk was moved
to Mexico, the Tour Desk was outsourced, Ticket Delivery was outsourced, and the company
closed 8 reservations offices while moving our jobs to Home Based for less pay and benefits.
Outsourcing, home based reservations, and job protection due to technology changes are all
items that can be and have been negotiated in contracts. In addition, it is against the law for
management to tell us that we will be outsourced if we vote for union representation.
Q. Isn't it true that unions protect bad employees?
A Unions are required by law to represent all their members. If an employee is not performing up to
par, it is the company's responsibility to coach, counsel, and train their employees to bring them up
to standards. If the company has written proof that they have coached and counseled an employee
who is not up to standards then it's hard for the union to protect them. The union also has the right
to decide that money will not spent in the final step of a grievance procedure, arbitration. If an
employee has not been coached and counseled by management, then the union has the obligation
to ensure an employee is represented and receives the proper training or coaching. The union
ensures that all regulations, rules, and contract items are enforced in the same manner for all
employees.
Q. My supervisor said we will pay 50.00 a month in union dues. Is this true?
A. Union dues are based on our hourly salary and full-time/part-time status. If you make 22.22 per
hour and work full-time then union dues would be 50.00 per month. A 20 hour part-timer would
only be paying 50.00 a month if their salary was 44.44 an hour. More information can be found on
the CWA Facts page. (Click on CWA FACTS on the left side of this page to read more.)
FACT: Union dues will not be collected until our first contract is negotiated and voted on by a
majority. If the first contract is not voted in by us, we go back to negotiations. Dues will
not start until we have voted for a contract. Would you vote for a contract that doesn't
improve our working conditions, wages, and benefits?
DO YOU HAVE A QUESTION ABOUT UNION REPRESENTATION THAT YOU WOULD LIKE TO SEE
ADDRESSED HERE? IF SO, GO TO THE CONTACT US PAGE AND SEND US YOUR QUESTION AND
WE WILL POST IT HERE.
A. Only if you decide to negotiate your flexibility away. Let's look at the facts. You will elect your
negotiating team that will consist of agents from reservations. They will negotiate everything
that pertains to wages, working conditions, and benefits. TL, Flex Time, and CS's are items
that would fall under working conditions. Most airline contracts expand on these items when
negotiated and they have proven to be items that have saved the company money. If these
save the company money why would insist you give them up when you already have them
without a contract? In addition, would you vote for a contract that limits your flexibility? A
contract will only pass once it has been voted favorable by more than 50% of the work force.
Fact: The company gave us many of these flexible items during our last union campaign to
get us to not vote in the last election. Then later many restrictions were placed on them
without a union. Everything that was taken away from us would have had to been
negotiated if we had a union.
Q. I was told that if we vote for a union the company would outsource our jobs. Is this true?
A. Without a union the company has already outsourced our jobs. The Spanish desk was moved
to Mexico, the Tour Desk was outsourced, Ticket Delivery was outsourced, and the company
closed 8 reservations offices while moving our jobs to Home Based for less pay and benefits.
Outsourcing, home based reservations, and job protection due to technology changes are all
items that can be and have been negotiated in contracts. In addition, it is against the law for
management to tell us that we will be outsourced if we vote for union representation.
Q. Isn't it true that unions protect bad employees?
A Unions are required by law to represent all their members. If an employee is not performing up to
par, it is the company's responsibility to coach, counsel, and train their employees to bring them up
to standards. If the company has written proof that they have coached and counseled an employee
who is not up to standards then it's hard for the union to protect them. The union also has the right
to decide that money will not spent in the final step of a grievance procedure, arbitration. If an
employee has not been coached and counseled by management, then the union has the obligation
to ensure an employee is represented and receives the proper training or coaching. The union
ensures that all regulations, rules, and contract items are enforced in the same manner for all
employees.
Q. My supervisor said we will pay 50.00 a month in union dues. Is this true?
A. Union dues are based on our hourly salary and full-time/part-time status. If you make 22.22 per
hour and work full-time then union dues would be 50.00 per month. A 20 hour part-timer would
only be paying 50.00 a month if their salary was 44.44 an hour. More information can be found on
the CWA Facts page. (Click on CWA FACTS on the left side of this page to read more.)
FACT: Union dues will not be collected until our first contract is negotiated and voted on by a
majority. If the first contract is not voted in by us, we go back to negotiations. Dues will
not start until we have voted for a contract. Would you vote for a contract that doesn't
improve our working conditions, wages, and benefits?
DO YOU HAVE A QUESTION ABOUT UNION REPRESENTATION THAT YOU WOULD LIKE TO SEE
ADDRESSED HERE? IF SO, GO TO THE CONTACT US PAGE AND SEND US YOUR QUESTION AND
WE WILL POST IT HERE.
Recently, instead of drafting, the
SRO was offering 20,000
AAdvantage Miles to agents who
would apply to work the EXC desk.
At the end of the first week of training
the class was told that the company
could no longer afford the training
class and agents were sent back to
the phones. Some were allowed to
go back to the departments they
were in before the class and others
were "drafted" to other departments.
How is it that reservations can
cancel a needed class and yet
airport agents are being sent to a
class to watch a video about uniform
appearance? How can the company
afford to send 4,000 management
members through a 17 day flight
attendant class but they can't afford
to train reservations employees to
handle our most valued customer?
SRO was offering 20,000
AAdvantage Miles to agents who
would apply to work the EXC desk.
At the end of the first week of training
the class was told that the company
could no longer afford the training
class and agents were sent back to
the phones. Some were allowed to
go back to the departments they
were in before the class and others
were "drafted" to other departments.
How is it that reservations can
cancel a needed class and yet
airport agents are being sent to a
class to watch a video about uniform
appearance? How can the company
afford to send 4,000 management
members through a 17 day flight
attendant class but they can't afford
to train reservations employees to
handle our most valued customer?
| SRO EXECUTIVE DESK TRAINING CANCELLED |
| Management at some locations have started their anti-union push. Go to our NMB/Legal News page to read what can and cannot be done on managements' part while we are trying to build a union at work. If you have any questions regarding your rights to form a union at work, fell free to contact us. If a management member has asked you what you think about having a union, remind them that it is illegal for them to question you on your feelings of having or not having union representation. |