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SWA Plans On Hiring 322 New Reservations Agents.  
User currently offlinegizmonc From United States of America, joined Mar 2011, 309 posts, RR: 0
Posted (2 years 1 month 1 week 5 days 15 hours ago) and read 3351 times:

SWA has gotten a deal with SAT to move it reservations center in SAT to a larger facility and almost double the number of agents available. Current staffing at the SAT center is over 400 they plan on hiring an additional 322 new agents for the new facility which is to open in later 2012. SWA must be planning on something to hire that many new agents.

http://www.fox5vegas.com/story/17113...cation-for-san-antonio-call-center

25 replies: All unread, showing first 25:
 
User currently offlineusdcaguy From United States of America, joined Jan 2004, 871 posts, RR: 2
Reply 1, posted (2 years 1 month 1 week 5 days 15 hours ago) and read 3321 times:

Interesting. Wonder if any of the old FL res offices will be shut down.

User currently offlineAtrude777 From United States of America, joined Aug 2003, 5686 posts, RR: 52
Reply 2, posted (2 years 1 month 1 week 5 days 15 hours ago) and read 3269 times:

Quoting gizmonc (Thread starter):
SWA must be planning on something to hire that many new agents.

Well..SAT has gotten quite some new routes..

SAT-STL
SAT-MEX
SAT-CUN

It is possible WN is expecting to add more domestic routes into SAT to help feed the increase of customers perhaps.

Alex



Good things come to those who wait, better things come to those who go AFTER it!
User currently offlineAtlwest1 From United States of America, joined Jan 2009, 1046 posts, RR: 1
Reply 3, posted (2 years 1 month 1 week 5 days 15 hours ago) and read 3208 times:

Quoting Atrude777 (Reply 2):
It is possible WN is expecting to add more domestic routes into SAT to help feed the increase of customers perhaps.


I think these are reservation agents not airport agents.  



ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co. or Airt
User currently offlineAtrude777 From United States of America, joined Aug 2003, 5686 posts, RR: 52
Reply 4, posted (2 years 1 month 1 week 5 days 14 hours ago) and read 3161 times:

Quoting Atlwest1 (Reply 3):
I think these are reservation agents not airport agents.

Ok and?? My statement still stands. Whenever customers have issues, who are we calling? The Reservation folks. Since SAT is going to be one of the gateway cities for the new international routes, plus the extra domestic route, it would make sense to add more reservation folks to help out with the demand of the increased flying.

Alex



Good things come to those who wait, better things come to those who go AFTER it!
User currently offlineAtlwest1 From United States of America, joined Jan 2009, 1046 posts, RR: 1
Reply 5, posted (2 years 1 month 1 week 5 days 14 hours ago) and read 3083 times:

Quoting Atrude777 (Reply 4):
Ok and?? My statement still stands. Whenever customers have issues, who are we calling? The Reservation folks. Since SAT is going to be one of the gateway cities for the new international routes, plus the extra domestic route, it would make sense to add more reservation folks to help out with the demand of the increased flying.

Alex

Yep but the next question from that is what happens to the airtran reservations who already handle that type of flying and reservations. Didnt mean to ruffle feathers.  



ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co. or Airt
User currently offlineDeltaL1011man From United States of America, joined Sep 2005, 9081 posts, RR: 12
Reply 6, posted (2 years 1 month 1 week 5 days 14 hours ago) and read 3076 times:

Quoting Atrude777 (Reply 4):

Ok and?? My statement still stands. Whenever customers have issues, who are we calling? The Reservation folks. Since SAT is going to be one of the gateway cities for the new international routes, plus the extra domestic route, it would make sense to add more reservation folks to help out with the demand of the increased flying.

Then Delta should be expanding in DFW,TPA and AGS like crazy any day now......
Res centers are more about who wants to give the best tax breaks and less about the airport....the SAT center will likely handle calls from all over the US.



yep.
User currently offlineN1120A From United States of America, joined Dec 2003, 26196 posts, RR: 76
Reply 7, posted (2 years 1 month 1 week 5 days 14 hours ago) and read 3042 times:

Quoting usdcaguy (Reply 1):
Interesting. Wonder if any of the old FL res offices will be shut down.

I'm thinking this is a big part of it.

Also, does FL outsource? Perhaps this is WN planning on bringing this back inside.



Mangeons les French fries, mais surtout pratiquons avec fierte le French kiss
User currently offlineAtrude777 From United States of America, joined Aug 2003, 5686 posts, RR: 52
Reply 8, posted (2 years 1 month 1 week 5 days 14 hours ago) and read 3033 times:

Quoting DeltaL1011man (Reply 6):

Then Delta should be expanding in DFW,TPA and AGS like crazy any day now......

Well..yes and no. Because this is a new thing for Southwest, the international stuff, they may be wanting to designate a center for international stuff on the Southwest side. (yes I am ignoring about FL's because the topic of convo is WN and SAT).

If DL is making a focus city out of those cities for a specific thing then sure why not!

Quoting Atlwest1 (Reply 5):

Yep but the next question from that is what happens to the airtran reservations who already handle that type of flying and reservations. Didnt mean to ruffle feathers.

Well..I see what you're saying but the topic is about WN at SAT. So I didn't concern myself with those 3.

Quoting DeltaL1011man (Reply 6):
the SAT center will likely handle calls from all over the US.

While true, along with PHX, OKC, MDW and HOU on the WN side...I was also curious if WN would try to designate some of the international stuff to SAT because of it becoming one of the International Gateways.

It's just a thought, I have no proof or anything to back it up, just me thinking out loud, you're welcome to dispute it.

Alex



Good things come to those who wait, better things come to those who go AFTER it!
User currently offlinestasisLAX From United States of America, joined Jul 2007, 3280 posts, RR: 6
Reply 9, posted (2 years 1 month 1 week 5 days 14 hours ago) and read 2988 times:

San Antonio is a large magnet for call centers. QVC (the cable television shopping network) is based there. When QVC started operations there 15 years ago, their rationale was lower than national average wages for telephone reps, a large bilingual workforce, a business friendly local government, and a location largely devoid of natural diasters (no hurricanes, earthquakes, blizzards, et al).. And doesn't AA still have a large call center there too?


"Those who would give up essential liberty to purchase temporary safety deserve neither liberty nor safety!" B.Franklin
User currently offlinePI767 From , joined Dec 1969, posts, RR:
Reply 10, posted (2 years 1 month 1 week 5 days 13 hours ago) and read 2911 times:

I think it should be noted, with Southwest expanding (via AirTran for now) into the Mexico market....

At least, up until a few years ago, it was Southwest's San Antonio Reservation Center that handled all Spanish-speaking calls via the 1-800-VAMONOS number. Any call placed to 1-800-VAMONOS was routed to the San Antonio res center. That may still be the case unless it has changed in the past few years.

With Southwest having Mexico in their growth plans, perhaps it is adding to its dedicated Spanish-speaking reservations staff?


User currently offlineWNCrew From United States of America, joined Jun 2006, 1414 posts, RR: 9
Reply 11, posted (2 years 1 month 1 week 5 days 13 hours ago) and read 2892 times:

Quoting Atrude777 (Reply 2):
Well..SAT has gotten quite some new routes..

SAT-STL
SAT-MEX
SAT-CUN

It is possible WN is expecting to add more domestic routes into SAT to help feed the increase of customers perhaps.

Alex, he was referring to this... it seemed originally you made a correlation between SAT station growing, and the addition of Res Agents, yet there could be ZERO agents in SAT and SAT station could still add or drop flights. The two are not related. It just so happens that SAT is home to a RES center, but obviously those agents handle the entire WN system... not just SAT.



ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co.
User currently offlineAtrude777 From United States of America, joined Aug 2003, 5686 posts, RR: 52
Reply 12, posted (2 years 1 month 1 week 5 days 13 hours ago) and read 2867 times:

Quoting WNCrew (Reply 11):
It just so happens that SAT is home to a RES center, but obviously those agents handle the entire WN system... not just SAT.

Understood, I know how the WN system works, I did work there don't forget  

I know that growing at SAT flight wise does not mean or need Res Agents, but I just wondered if there was a timing with it between adding more to SAT and it more being the gateway for the intl routes into Mexico, so there will be more of a focus at SAT now...also mentioned by PI767 down below, that's exactly what I was referring to.

Quoting PI767 (Reply 10):

With Southwest having Mexico in their growth plans, perhaps it is adding to its dedicated Spanish-speaking reservations staff?

Alex



Good things come to those who wait, better things come to those who go AFTER it!
User currently offlineQANTAS747-438 From United States of America, joined Jan 2001, 1887 posts, RR: 2
Reply 13, posted (2 years 1 month 1 week 5 days 13 hours ago) and read 2850 times:

Quoting gizmonc (Thread starter):
SWA must be planning on something to hire that many new agents.

I'd estimate that either 1) FL is closing a RES center, 2) WN is closing a RES center, or 3) WN is going to need more people to cover additional calls due to new popular routes (Hawaii or Mexico).

However, if a Center were closing, I'd assume WN would open it up to internal transfers before hiring off the street.

[Edited 2012-03-08 20:16:43]


My posts/replies are strictly my opinion and not that of any company, organization, or Southwest Airlines.
User currently offlineusflyguy From United States of America, joined Jan 2012, 790 posts, RR: 0
Reply 14, posted (2 years 1 month 1 week 5 days 12 hours ago) and read 2835 times:

Additional call volume, financial incentives, cheaper real estate, and the abundance of an English/Spanish bilingual workforce are probably the biggest reasons for the transaction.


My post is my ideas and my opinions only, I do not represent the ideas or opinions of anyone else or company.
User currently offlineAtlwest1 From United States of America, joined Jan 2009, 1046 posts, RR: 1
Reply 15, posted (2 years 1 month 1 week 5 days 12 hours ago) and read 2810 times:

Quoting N1120A (Reply 7):
Also, does FL outsource? Perhaps this is WN planning on bringing this back inside.

No Fl does not outsourse its done in SAV and Carrolton,Ga aa city 40 mins west of Atl.

Quoting Atrude777 (Reply 8):
Well..I see what you're saying but the topic is about WN at SAT. So I didn't concern myself with those 3.

cool..



ALL views, opinions expressed are mine ONLY and are NOT representative of those shared by Southwest Airlines Co. or Airt
User currently offlineouboy79 From United States of America, joined Nov 2001, 4482 posts, RR: 22
Reply 16, posted (2 years 1 month 1 week 4 days 19 hours ago) and read 2333 times:

Quoting Atrude777 (Reply 12):
I know that growing at SAT flight wise does not mean or need Res Agents, but I just wondered if there was a timing with it between adding more to SAT and it more being the gateway for the intl routes into Mexico, so there will be more of a focus at SAT now...also mentioned by PI767 down below, that's exactly what I was referring to.

This response probably summed it up...

Quoting usflyguy (Reply 14):
Additional call volume, financial incentives, cheaper real estate, and the abundance of an English/Spanish bilingual workforce are probably the biggest reasons for the transaction.

Every call center with WN has been hiring lately from what I've been told. So I don't think there are any WN centers closing down.

Quoting QANTAS747-438 (Reply 13):
However, if a Center were closing, I'd assume WN would open it up to internal transfers before hiring off the street.

I don't believe the employee groups for the res centers are on a unified seniority list/contract yet. So I would imagine if they would close the old FL res centers, they would just be given a severance and sent packing.



Any opinion/comment posted is that of my own and not that of Southwest Airlines Co.
User currently offlineEA CO AS From United States of America, joined Nov 2001, 13255 posts, RR: 62
Reply 17, posted (2 years 1 month 1 week 4 days 17 hours ago) and read 2231 times:
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Quoting ouboy79 (Reply 16):
Every call center with WN has been hiring lately from what I've been told. So I don't think there are any WN centers closing down.


When you buy a ticket on WN, you can only do so through WN personnel or Southwest.com. While call centers are a more expensive distribution method than the web, they're less expensive than relying on OTAs. More importantly, WN is able to control the customer experience by bringing purchasers to their call centers or Southwest.com directly.

While call center growth won't track evenly with increases in ASMs year over year, there is some degree of growth required on the call center side, and it's better to overstaff and manage downward (allowing more LOA, etc) during slow times than it is to run a tight operation with low service levels.



"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
User currently offlineGentFromAlaska From United States of America, joined Feb 2005, 2926 posts, RR: 1
Reply 18, posted (2 years 1 month 1 week 4 days 14 hours ago) and read 2057 times:

Quoting EA CO AS (Reply 17):
When you buy a ticket on WN, you can only do so through WN personnel or Southwest.com

Not exactly! Although not available to the general public I am aware of one URL where WN tickets can be purchased 24/7/365. It's not Sabre affiliated. It was nice to see WN populate as a carrier choice which let me shop flights and purchase my ticket



Man can be taken from Alaska. Alaska can never be taken from the man.
User currently offlineEA CO AS From United States of America, joined Nov 2001, 13255 posts, RR: 62
Reply 19, posted (2 years 1 month 1 week 4 days 13 hours ago) and read 1990 times:
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Quoting GentFromAlaska (Reply 18):
Quoting EA CO AS (Reply 17):
When you buy a ticket on WN, you can only do so through WN personnel or Southwest.com

Not exactly! Although not available to the general public

The "not available to the general public" piece is kind of a big deal, don't you think?



"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
User currently offlineDeltaL1011man From United States of America, joined Sep 2005, 9081 posts, RR: 12
Reply 20, posted (2 years 1 month 1 week 4 days 8 hours ago) and read 1844 times:

Quoting Atrude777 (Reply 8):
Well..yes and no. Because this is a new thing for Southwest, the international stuff, they may be wanting to designate a center for international stuff on the Southwest side. (yes I am ignoring about FL's because the topic of convo is WN and SAT).

Well they may, and all Mexico calls may be routed to SAT, but that doesn't mean a thing for the airport and city. More than like WN could cut SAT out of the network and it not mean a thing to the RES center.

Quoting Atrude777 (Reply 8):

If DL is making a focus city out of those cities for a specific thing then sure why not!

ha. These are call centers Delta has had for years and years. While DFW was a hub and TPA was larger AGS or Augusta Georgia is nothing more than a few RJs (and a single 319) from ATL. (expect for Masters time) It is just a call center the City of Augusta and State of Georgia cut Delta a deal on. Same reason DFW still has one and TPA is still around.

Quoting Atrude777 (Reply 8):

While true, along with PHX, OKC, MDW and HOU on the WN side...I was also curious if WN would try to designate some of the international stuff to SAT because of it becoming one of the International Gateways.

I think they may be gearing up for Spanish speaking calls but it isn't because SAT is going to be getting flights. WN needs speakers to fly international flights and deal with international bookings, SAT was likely chosen due to its Spanish population, available area to expand the RES center, and whatever breaks the city of San Antonio and state of Texas gave over the other locations.

Quoting ouboy79 (Reply 16):

I don't believe the employee groups for the res centers are on a unified seniority list/contract yet. So I would imagine if they would close the old FL res centers, they would just be given a severance and sent packing.

I would be kinda of surprised to see any thing like done with out some type of job to transfer to. More than likely they would wait till integration before closing anything. Also if FL has a union it is very unlikely the union would allow this

and I'm not sure they have to be integrated anyways. During the DL/NW merger both had TPA call centers and Delta closed one. IIRC they just created jobs at the PMDL center for the PMNW employees.



yep.
User currently offlineGentFromAlaska From United States of America, joined Feb 2005, 2926 posts, RR: 1
Reply 21, posted (2 years 1 month 1 week 4 days 2 hours ago) and read 1747 times:

Quoting EA CO AS (Reply 19):
The "not available to the general public" piece is kind of a big deal, don't you think?

Indeed. With that said I was merely correcting your statement which is not factual for a sect of the flying public.

Quoting EA CO AS (Reply 17):
When you buy a ticket on WN, you can only do so through WN personnel or Southwest.com.


For the tens of thousands afflliated with the U.S. military and their families who anticipate leisure travel other options are available. Ironically military contract travel management centers such as SATO can research WN flights but also have to call WN to reserve the flight. I think it is those contractors who use Sabre or Apollo.



Man can be taken from Alaska. Alaska can never be taken from the man.
User currently offlineGentFromAlaska From United States of America, joined Feb 2005, 2926 posts, RR: 1
Reply 22, posted (2 years 1 month 1 week 4 days 1 hour ago) and read 1720 times:

Quoting stasisLAX (Reply 9):
San Antonio is a large magnet for call centers.

Interesting. Within the last two weeks I just read a biz newsletter which mentioned the most desired area if not the largest area for call centers consideration is the Florence and Myrtle Beach S.C. area.

Additionally a 75 mile radius around Nashville, TN BNA is also a high on the list. I think that is more geared toward the new automobile manufacturing facilities in Spring Hill and a little further down the highway, Chattanooga. I would luv to see WN establish a reservation center around BNA in that WN operates a focus city there.



Man can be taken from Alaska. Alaska can never be taken from the man.
User currently offlineF9Animal From United States of America, joined Dec 2004, 4947 posts, RR: 28
Reply 23, posted (2 years 1 month 1 week 3 days 23 hours ago) and read 1644 times:

This is good for WN. It increases customer service, and will help lower wait times. I worked airline res for a few years, and really enjoyed it. Wish they had a call center here, because I would apply in a heart beat. Anyone know what the payscale is for res at WN?


I Am A Different Animal!!
User currently offlineN1120A From United States of America, joined Dec 2003, 26196 posts, RR: 76
Reply 24, posted (2 years 1 month 1 week 3 days 23 hours ago) and read 1627 times:

Quoting EA CO AS (Reply 17):
While call center growth won't track evenly with increases in ASMs year over year, there is some degree of growth required on the call center side, and it's better to overstaff and manage downward (allowing more LOA, etc) during slow times than it is to run a tight operation with low service levels.

The exact opposite approach to COdbaUA



Mangeons les French fries, mais surtout pratiquons avec fierte le French kiss
User currently offlineouboy79 From United States of America, joined Nov 2001, 4482 posts, RR: 22
Reply 25, posted (2 years 1 month 1 week 3 days 22 hours ago) and read 1582 times:

Quoting DeltaL1011man (Reply 20):
Well they may, and all Mexico calls may be routed to SAT, but that doesn't mean a thing for the airport and city. More than like WN could cut SAT out of the network and it not mean a thing to the RES center.

Which site takes the Volaris code-share reservation calls? That may explain something.  
Quoting DeltaL1011man (Reply 20):
I think they may be gearing up for Spanish speaking calls but it isn't because SAT is going to be getting flights. WN needs speakers to fly international flights and deal with international bookings, SAT was likely chosen due to its Spanish population, available area to expand the RES center, and whatever breaks the city of San Antonio and state of Texas gave over the other locations.

This probably nails it perfectly. There is little correlation to have a call center in a major WN market. However, there is still the benefit of having a center in a WN market (major or not) to permit employees to travel to DAL for training.

Quoting DeltaL1011man (Reply 20):
I would be kinda of surprised to see any thing like done with out some type of job to transfer to. More than likely they would wait till integration before closing anything. Also if FL has a union it is very unlikely the union would allow this and I'm not sure they have to be integrated anyways. During the DL/NW merger both had TPA call centers and Delta closed one. IIRC they just created jobs at the PMDL center for the PMNW employees.

I'm sure they'll offer some type of transfer. However, not major call center reps are going to pack up and move across the country. Now they could consolidate them all in Atlanta (which is hiring bi-lingual) and that would be an easy move. However, I doubt they are making any promise for employment. I did a quick search and it looks like March of last year the AirTran res agents voted in IAM 142 to represent them, same union that covers WN. Looking at the union website, not seeing a specific contract for FL agents but they are capped around $10.25/hr it appears...whereas WN agents according to their contract are capped around $27/hr. Definitely a lot to be gained by the FL agents, but a lot of potential money to be lost by WN. I don't really think WN wants an influx of FL agents that are going to cost a ton. There will probably be offers for job transfers but more or less a majority will be buyouts. If they offer 6 mos or 1 year buyouts, you'll be hard pressed to find call center employees that won't take the $10-20k and run.

Quoting GentFromAlaska (Reply 22):
Interesting. Within the last two weeks I just read a biz newsletter which mentioned the most desired area if not the largest area for call centers consideration is the Florence and Myrtle Beach S.C. area.

Additionally a 75 mile radius around Nashville, TN BNA is also a high on the list. I think that is more geared toward the new automobile manufacturing facilities in Spring Hill and a little further down the highway, Chattanooga. I would luv to see WN establish a reservation center around BNA in that WN operates a focus city there.

You can add Oklahoma City to the list as well. Off the top of my head in the OKC Metro alone there are sites for Dell, Southwest, Convergys/DirecTV, Sitel/Chase, Hertz, Farmers, AAA, ACS/US Cellular, Sprint, AT&T, West, Teleflora, HP, TCIM, United Health Care, Hyatt, and probably a few dozen more that I'm forgetting.



Any opinion/comment posted is that of my own and not that of Southwest Airlines Co.
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