Introducing Crew Scheduling Call Support Representatives
June 21, 2019
Effective Saturday, June 22, Inflight Crew Scheduling will roll out a pilot program that is intended to expedite the processing of inbound calls from Flight Attendants.
Management is introducing a new role: Crew Scheduling Call Support Representative.
This team of individuals will be dedicated to receiving all calls made to Crew Scheduling prompts via 1-800-FLT-LINE. Their responsibility is to quickly determine the nature of calls and to route these calls to the appropriate recipient which may include:
1. Crew Scheduler, or
2. Another support team outside of Scheduling (such as a FAST or a Hotel Operations representative.)
These Call Support Representatives will be trained in customer service, company telephone systems, and will have the information needed to direct your call to the right team to answer your question(s) or handle your concern(s).
This role was developed based on feedback that has been provided to management about hold times, efficiency, and customer contact.
This will be a proof of concept testing program which will begin on June 22 and will run through the month of July. During this test period, management will closely monitor and evaluate the overall effectiveness of the program with a focus on identifying additional opportunities to drive more efficient call management.
Please contact your Local Council office is you have questions or to provide feedback on your experience with these individuals.