Delta closes Indian call centres
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Delta Air Lines, the world’s largest carrier, has stopped routing customer service calls to India and brought them “back in house” in the US following a series of customer complaints, according to a Bloomberg report.
Delta started shifting the calls to employees in the US over the past year, and “completely removed” Indian contractors last quarter, Chief Executive Officer Richard Anderson was reported saying in a message to employees.
The move makes Delta the second big carrier to repatriate customer-service work from India in 2009, after United Airlines did so in February.
Delta has about 4,500 employees who take customer service and reservation calls, Betsy Talton, a spokesperson for the Atlanta-based carrier was reported saying. That’s about 6.4% of the carrier’s total workforce.
“Customer acceptance of call-centre representatives in other countries was low, and our customers are not shy about letting us have that feedback,” Anderson was quoted saying in his weekly address top employees on 16 April.
Delta still operates call centres in Jamaica and South Africa, dealing mainly with local markets, Bloomberg reported Delta as saying.
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