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
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