Every Breath You Take, They’ll be Listening to You

Your favorite frequent flyer program may be recording customer service calls for more than just quality and training purposes. Folks have long been aware that tapes of conversations can be good protection for a company to have later, but it’s interesting the business strategy and analysis that can come out of such recordings.

Would an automated frequent flyer line, providing mileage balances or even upgrade processing, save money? That probably depends on how often flyers call to request balances or upgrades without purchasign tickets. Tracking software can help answer those questions, and even warn managers if there’s an uptick in the frequency of the phrase “cancel my account.”

About Gary Leff

Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel - a topic he has covered since 2002. Co-founder of frequent flyer community Milepoint.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »

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