Delta No Longer Outsourcing
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Delta Air Lines announced on Thursday that after years of complaints from customers preferring to speak to U.S.-based staff, they are no longer outsourcing calls to India.
Customer calls were no longer forwarded to India as of the first quarter of this year. Foreign call centers remain in Jamaica and South Africa, though staffing at those locations likely will be reduced in the future. We’ve dealt with the Indian and South African call centers, and found them inadequately trained, and the agents at this call centers referred to with disdain by their American counterparts for this.
Delta is not the only airline that has restored U.S. based service, in 2001, United Airlines outsourced some reservation calls to India. A United spokeswoman said Friday that some of the call center work the airline was outsourcing to India has been brought back to the U.S., though some reservation calls are still forwarded there.
As we always say on the subject, our issue with outsourced call centers is the quality of the work. While we disapprove of sending jobs out of the U.S., we would accept it if the quality was equivalent. In the case of these organizations, Delta was not getting its money worth. We did not succeed in a call to Delta in the past few years that did not have agents unfamiiar with the basic points of their job.
So, welcome back to the new Delta. Where hopefully now, you can get a qualified representative who will stand ready to assist you.
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[...] Downgraded: Offshore outsourcing Airline call centers have famously been outsourced to offshore call centers, but as passenger numbers (and call volume) shrink, the size of the call center operation has shrunk alongside. Delta has now announced that they will no longer send calls to India, where they’ve been routing calls since 2002. Delta will also reduce call center operations in South Africa and Jamaica. Like most people, I’ve dealt with international call centers, but my complaint hasn’t ever been about understanding the person on the other end of the line. Acoustically, I could understand them. But on more than one occasion, they couldn’t understand what I wanted to do, or they were unable to perform any but the simplest reservation tasks. I often wondered if these outsourced call centers were costing the company more money (in disgruntled customers) than they saved in salaries and benefits. It took a while, but perhaps that equation has finally tilted back toward better-trained in-house employees. (Via FlightWisdom) [...]
I really find this post up to the mark without any silly unwanted elaboration. All the information has been covered in the right manner. Thumbs up for this post!
[...] What I miss the most – the private number for 100K passengers. Even though I still know the number (have it memorized) the computer asks “To make sure we direct your call to the right place, please enter, or speak your mileage plus number…” And so off to India I go. [...]