Got this as a response to my INSITE report:


"We recognize the long hold times and are doing everything we can.



Short term actions -

We have brought staff in from other accounts (since we have to be behind the FedEx firewalls and are on the FedEx phone system, we cannot enlist other BCD accounts to help, without having staff come here)
Our staff here is in mandatory Overtime, we have restricted vacation time, and the supervisor’s/managers are taking calls/working FOX


Long term action plan -

The current version of Cisco that FedEx phone system uses, is no longer supported, and has had an impact to our service levels. FedEx is currently in the process of contracting Cisco for their upgraded system, that will help with several phone issues we experience. Including, calls disconnecting, not being able to see the staff on hand, inaccurate reporting. However, there is not an ETA for this project plan – I only know that we are on the list.
We are hiring – And looking into a Travel Agent training course – since it is difficult to find trained travel agents in this area.


Of course, the increase in weather delays, flight cancellations, also has an impact to call hold times – as it would in any environment. Some airlines require us to contact them directly for cancellations or re-accommodations without penalties, due to weather. Their hold times are also long during weather issues, and we filter any calls to airlines through to just one agent – when that happens.



While there are periods through-out the day with much longer hold times, our average hold time for July is 4 minutes. I know that doesn’t help during the “rush hours” and want you to know we are doing everything we can to get these calls answered.