ATLANTA — Delta Air Lines Inc. no longer is outsourcing reservation calls to India after years of complaints from customers who preferred to speak to someone in the U.S.
Chief executive Richard Anderson told employees in a message Thursday that the world’s biggest airline operator is in the process of bringing customer calls back in-house in the U.S. Customer calls were no longer forwarded to India as of the first quarter of this year, Anderson said. Foreign call centers remain in Jamaica and South Africa, though Anderson indicated that staffing at those locations likely will be reduced in the future as the global financial crisis cuts call volume.
“The customer acceptance of call centers in foreign countries is low, and our customers are not shy about letting us have that feedback,” Anderson said. The Associated Press
