United Kingdom
United States
Asia Pacific
Delta puts call centres in India
Delta expects to save $15m a year by becoming the first US airline to work with call-centres in India.
The carrier is outsourcing some US reservations functions to both India and the Philippines.
The move will not impact Delta’s call-centre in Ealing, west London, which services calls from 13 European countries. The centres in India and the Philippines are dealing with US domestic queries.
Delta said the decision would free its own reservations centre employees to handle customers’ more immediate needs.
Spectramind Services will be Delta’s India partner while it will work with Sykes Enterprises in the Philippines.
An airline source said: “Delta is the first, but it will not be the last. If it works smoothly, other carriers will follow suit because a lot of money can be saved.”
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