Flight 891 from Buffalo. This plane was delivered to Eastern Airlines on 11/30/1979 and transferred to Delta in 1991

Flight 891 from Buffalo. This plane was delivered to Eastern Airlines on 11/30/1979 and transferred to Delta in 1991

Although it is frustrating at times, I understand when airlines have had to send jobs overseas to help them survive.

Delta, in a rare showing, is now doing the opposite — and at a good time nonetheless! They are no longer outsourcing their reservation call center to India and will be moving the jobs back to the US.

There will still be call centers in Jamaica and South Africa, but staffing would most likely be reduced there as well in the future.

When Delta outsourced their call centers to India in 2002, they estimated saving $25million per year, which is nothing to sneeze at.

However, customers made it clear they weren’t happy with the service they received from the call centers in India. “The customer acceptance of call centers in foreign countries is low, and our customers are not shy about letting us have that feedback,” said Richard Anderson, Chief Executire of Delta Airlines.

I would imagine the number of reservation calls has greatly decreased since 2002, with most people choosing to reserve tickets online.

Source: AP Image: AV8NLVR

EDITOR-IN-CHIEF & FOUNDER - SEATTLE, WA. David has written, consulted, and presented on multiple topics relating to airlines and travel since 2008. He has been quoted and written for a number of news organizations, including BBC, CNN, NBC News, Bloomberg, and others. He is passionate about sharing the complexities, the benefits, and the fun stuff of the airline business. Email me: [email protected]

http://www.airlinereporter.com
US Airways says no to controversial PETA ad for one of their airplanes
2 Comments

Heck, if I can save a few bucks on a ticket, I don’t care who is talking to me on that phone!

axmadrigal

I really do appreciate the efforts of foreigners trying to provide me with assistance on my travels, but sometimes the accents are so heavy, it just gets more frustrating than before you call! Dell support centers are the worst. Way to go Delta!

Leave a Reply

Your email address will not be published. Required fields are marked *