it was the old aa that out-sourced them. outsource this, outsource that, more eagle...create envoy...etc. that breed.
managers tell me lus kept BSO in-house and it's very likely the new aa will go in this direction. agreed, lots of hands-on dealing with the customer. out-sourced BSO people making in the $12/hr-$13/hr range right now.
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All of what you said is correct and then some,
However CWA/IBT had major leverage with weak representation at the negotiating and bargaining table and signed a concessionary rushed contact