Calls come in within seconds of each other. The training is minimum. AA philosophy is to just figure it out with the customer by reading Web Ref, AA’s version of a search tool and files on every type of call, situation and instruction on what to do and say. Problem is, half of the time you can’t find the file, if you do, you still can’t figure out what to do. AA’s next layer of waistfull management is to call RSD for help which basically will tell you to look in Web Ref. On top of it all, you have to get rid of the customer fast. Half of the time the customer has tough international itineraries with various code share airlines and you have no idea how to handle.
You’re called in each month for your CCM meeting where they pull calls and reprimand you for not handling the situation correctly.
You get a two 15 minute breaks and a half hour lunch during your eight hour shift where you will answer fifty or more calls, one after one, throughout your shift.
The pay is horrible. You will get abused by irate customers all through your shift.
There is virtually no help as you are expected to handle everything on your own.
Raises are like twenty five cents a year.
This is not a job for the faint of heart type person. It will take you a minimum of 5 years to even begin to get a nudge towards seniority. You BID for shift hours to work basically each quarter. Your days off and the hours you work for AA by seniority. Since the phone line is open 24/7 you will work shifts and not get weekends off or holidays to spend with your family for many years.
The pay for this position is severely under what you’ll be expected to perform for the company. You’ll not only be harassed by customers but management as well. You’ll be expected to generate large amounts of revenue and promote the airline’s affiliation with CitiBank, soliciting a credit card with each call. Extensive use of metrics, voice sensitive software listening to tones of voice, words and inflections. All calls are recorded and used against you. Minimum numbers for metrics each month. All customer’s are directed to the recorded survey after each call where you are expected to have a 95% customer satisfaction score each month. Frequent flyers know about survey and will leave you a bad score for things that are the airlines fault.
There is no “praise” for your time, bringing in the company thousands of dollars, calming irate customers and the customer service reps ability to turn calls around to a positive frame of mind.
Stay away unless you like abuse. You will wonder why you’re working here daily and why you’re doing what you are doing for so little pay.
