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US Airways says in-house offers best service
Why did US Airways bring back its jobs outsourced to foreign call centers?
“Despite our efforts to improve the outsourcing, it will never be as good as having our own employees do it,” answered US Airways CEO Doug Parker in an interview with TheStreet.com.
The airline has brought back hundreds of jobs outsourced to El Salvador, Mexico and the Philippines.
About 600 of those positions are being relocated to US Airways call centers in Phoenix, Reno and Winston-Salem.
Most of the outsourced jobs were done before the airline’s 2005 merger with America West.
Mr Parker, who took over the combined airline in September, said he made the change after regularly hearing complaints from customers and employees about the quality of service.
Report by David Wilkening
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