Delta airlines closes its call centers in India after poor customer feedback
The world's largest airline Delta has announced to close down its Indian call centers, a major setback to India's IT/BPO industry which employs roughly two million people directly in the country.
Airlines officials said the decision is based on poor feedback given by its customers. Delta's call in India was handled by a call center of India's IT giant Wipro.
Media reports said Richard Anderson, the airline's chief executive, told employees in a recorded message on Thursday night that Delta had stopped forwarding calls to India in the first quarter and would be bringing the function back in-house in the US.
"The customer acceptance of call centers in foreign countries is low and our customers were not shy about letting us have that feedback," Anderson said.
A Delta spokesman, was quoted as saying in the media that the airlines has hired about 4,500 call-center workers in the US after it ended its current outsourcing operations in India.
However, Delta's call centers in Jamaica and South Africa would continue, the spokesman said.
In February, the United Airlines too had announced to end its 165 overseas call center jobs. After the merger of the North West Airlines, Delta is now the world's largest carrier.
It had sent its call centers to India in 2002 to save money, which at that time was estimated to be about USD 25 million a year.
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