Delta Airlines no longer sending reservation calls to India

Like some other businesses (Dell, for example) Delta Airlines has had enough complaints from people who can’t understand the reservations agents Delta hired overseas. They have made the decision to halt outsourcing their reservations centers to India.

Chief Executive Richard Anderson told employees in a recorded message late Thursday night that the world’s biggest airline operator is in the process of bringing all 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.

I’m sure the pressure about outsourcing jobs that could quit easily be handled by people in the hinterlands of North Dakota, Oklahoma, or northern Ohio didn’t hurt in making that decision easier, either. I must say, I approve. When the idea is to offer customer service over the phone, having people answering those phone who speak the same language as the majority of your customers is a good business decision.

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