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Delta Air Lines closing 1 of 3 call centers in India |
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Tuesday, August 17, 2004 |
 ATLANTA — Financially troubled Delta Air Lines said yesterday it was shuttering one of its three call centers in India, but declined to discuss whether the move was related to a survey asking customers if they would be willing to pay a fee to speak to a U.S.-based agent rather than one in India.
The question about the call fee was contained in an online survey sent earlier this summer to select frequent fliers.
Spokeswoman Peggy Estes said yesterday the airline has no plans to charge customers who prefer to talk to U.S. representatives. She could not say, however, whether it is something Delta might do in the future, or discuss the survey's results.
Outsourcing some call-center functions has saved Delta about $25 million a year, though its 11 other call centers remain in the United States. |
