AGR Select phone wait times

[wayman]

I just called the AGR Select customer service number, and was given an "approximate wait time 15 minutes" message. I hung up after eight minutes on hold. This is exceedingly unusual in my experience: since I started using the Select phone number, I don't think I've ever waited more than 30 seconds to speak with an agent. Has AGR's system changed (are they just lumping Select callers into the same queue as everyone else now, with no more priority service), or is it more likely that they're just very short-handed today due to a flu going around or something like that?

Anyway, my question for AGR was not complex, and I suspect I'll get just as accurate an answer here, so I'll ask it in another thread.

 

[RRrich]

I just called the Select line - wait time of a few seconds.

Did they know it was YOU calling?

 

[saxman]

I've had this problem too. They said they have heavy call volume on Monday's. They also said that I have to only to the Select desk. I'm not sure why it matters, as I assume there may be only one or two people staffing this desk. It is a pain to call the number that suppose to give priority, then wait 15 mins. I bet you can get a hold of a regular non-select person quicker. That is if there is a difference.

 

[Long Train Runnin']

I hope I can shed some light on this. My dad writes applications that are used to manage call flows into call centers. So, I asked him about it, he said it could be either two things.

The First, the number can simply be a priority number that when you opt to talk to an agent it routes you ahead of the line of regular callers and you get to the agent that way. (I am not select and I've never called AGR so hard to know just speaking in terms of industry standards. One way to detect the different ways is how the answer the phone.)

The second, would be that there is in fact a few operators in the call center that manage Select/Select Plus calls. Granted, if this is the case it means you have to wait for people on the select line to finish and clear up the operators on the select desk.

Easy way to tell which method is when you call if you receive a different greeting from the representative indicating a select desk type set up.

 

[jackal]

I hope I can shed some light on this. My dad writes applications that are used to manage call flows into call centers. So, I asked him about it, he said it could be either two things.
The First, the number can simply be a priority number that when you opt to talk to an agent it routes you ahead of the line of regular callers and you get to the agent that way. (I am not select and I've never called AGR so hard to know just speaking in terms of industry standards. One way to detect the different ways is how the answer the phone.)

The second, would be that there is in fact a few operators in the call center that manage Select/Select Plus calls. Granted, if this is the case it means you have to wait for people on the select line to finish and clear up the operators on the select desk.

Easy way to tell which method is when you call if you receive a different greeting from the representative indicating a select desk type set up.

Advantage to the first method would be quicker service, since you never have to wait. Advantage to the second method would be that the quality of the reps is typically better (they're either more senior or are trained for different service and given more authority).

I've had excellent experience with the Alaska Airlines MVP desk. It is a separate desk (actually, a separate department, located in PHX, whereas the main call center is in SEA, I believe), but I've nearly always had them pick up within 30 seconds, if not even immediately. (Seems like they're overstaffed...but that's a good thing! ) They're also always a pleasure to speak with and know what's going on--of course, the regular desk is pretty good at that, too, since they're all AS employees and based in the U.S. (I *hated* calling UA in India...me: "Hello, I'm calling to make sure my flight wasn't canceled by the volcano eruption yesterday." Them: "I am sorry, sir? What is wolcano?" Me: "A big mountain that goes 'boom.' Alaska Airlines canceled all of its flights, so I thought maybe you had canceled yours." Them: "I am not knowing if your flights is canceled!")

 

[diesteldorf]

I've called the last 2 days to check on the resolution of my account issues and qualification for Select+. I've been told their systems are down. I hope they are using that time to recheck status for accounts like mine. I've received no responses to email either.