News web:http://en.carnoc.com/list/10/10503.html
Source:Reuters
Author:Brad Dorfman
Subject Concerned:Airlines   

Delta Air Lines Inc has stopped using India-based call centers to handle sales and reservations, The Wall Street Journal reported on Apr. 18.

The move makes the airline the latest U.S. company to decide the cost benefits of directing calls offshore are outweighed by backlash from customers, the newspaper said in a story on its website.

Delta said it stopped routing calls to India-based call centers over the first three months of the year. Customers had complained that they had trouble communicating with Indian agents, the newspaper said.

"The customer acceptance of call centers in foreign countries is low," Richard Anderson, Delta's chief executive, said in a recorded message to employees, according to the newspaper. "Our customers are not shy about letting us have that feedback."

Earlier this month, SLM Corp the student loan company commonly known as Sallie Mae, said it plans to move its overseas operations back to the United States, pulling jobs from India, Mexico and the Philippines.

Delta isn't pulling back from the use of all foreign call centers. It will keep some Jamaica and South Africa centers, which haven't generated such vociferous complaints, the newspaper said.

A Delta spokesman could not be reached for comment on the story.

At least it seems it's not all cost-cutting that's on the mind of Delta executives.

Quote:Originally Posted by CARNOC_EN May 22,09 06:47 AM At least it seems it"s not all cost-cutting that"s on the mind of Delta executives.

Yep, I know how frastruting it is, especially after you have waited for over 15-20 minutes in order to get to speak to a real person, then somehow you get someone on the other end of the phone with little local knowledge or very poor communication skills.

[This post was last edited by lingam at 07/04/09 11:55]