Call Center Scheduling Featured Article
American Airlines Consolidating Call Center Operations
American Airlines recently announced plans to consolidate its operations in a bid to better utilize the large office locations it currently owns in Dallas, Phoenix and just outside Charlotte N.C. These efficiency plans will axe their Reno, Nevada call center and according to company officials, also requires cutting home-based call center agents.
Work from home initiatives have seen a reverse movement in particular with big companies in the last few years. Many of these businesses are finding that the flexible work option does not outweigh the benefit of having staff in house.
For call center managers, scheduling also becomes easier when there is a staff coming to a central location versus tracking and maintaining schedules for remote agents located across the map.
The closing of the Nevada call center, according to a report from Dallas News, coincides with a lease ending at that building and will include about 100 employees and will happen by March.
As for the home agents, they make up about 1,700 people in their workforce and will be given the option to transition to an office location in another city. Relocation assistance will be available for both full and part time agents and severance packages will be given for those who will not move. The plan set to be completed by 2021.
Operational efficiency gains by making this move include the ability to conduct better training, lessen technical issues and deliver optimal care to customers booking flights and making reservations with American Airlines.
The airline was recently awarded “Best North American Airline” for a second year in a row by Business Traveller Asia-Pacific based on the votes of readers and customers. It also earned a Five Star Award from the Airline Passenger Experience Association (APEX) for providing flyers with comfortable seats, Wi-Fi, food and beverage and innovative in-flight entertainment options.
Edited by Maurice Nagle