While on the phone with US Airways today completing an award reservation, the call got cut off. I redialed and was elated to be connected to the same agent I had just been speaking with a moment earlier. She was shocked to hear my voice again, but I actually was not. This happens fairly often for me…on several airlines. Is it just plain luck or is there is technology in place that gets me back to the same agent?
Booking complex awards often requires a telephone call to complete and working on Skype or with T-Mobile on my cell phone, it is not uncommon to run into connection issues and the occasional dropped call. It certainly does not happen every time and in fact does not happen on most occasions, but it has happened twice in the last week–once with United, once with US Airways: same agent two calls in a row.
I’ve also had this happen with Aeroplan, British Airways, Delta, and American–at least a dozen times in the last year. I call airline elite lines, which means the agents I deal with come from a smaller pool, but I know there are still hundreds (if not thousands) of Delta, Aeroplan, American, and United agents that I could be connected with. The US Airways’ Chairman desk is smaller, but still has about 100 agents on duty at any given time. This makes my odds much slimmer than calling a small call center like Flying Blue, with only about 20 agents answering telephones.
I did some light google research but could not find anything, so I thought I would pose the question here. Is there some sort of VOIP technology that will recognize caller ID and route customers who quickly call back to the same agent they just spoke with?
If it all is just luck of the draw, with my odds maybe I should head out to Vegas…
UPDATE: It happened again tonight with US Airways! I asked the agent about it and she said there is “a system in place” to make this happen, FWIW.