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Delta's India Call Center?  
User currently offlineTango-Bravo From United States of America, joined Jun 2001, 3805 posts, RR: 29
Posted (9 years 6 months 2 weeks 4 days 16 hours ago) and read 6391 times:

In replies to a topic started yesterday in this forum, Delta's call center in India came under discussion as though it is operation now. Within literally one hour from reading these replies, a question was raised at a "dog and pony show" Q & A session which I attended at my company to which a high-ranking member of management stated (in reply to the "hot button" question of outsourcing) that Delta has closed their India call center and no longer outsources this function to overseas loctions.

So my question, especially directed to Delta employees (or anyone having factual firsthand information on this subject), is: Delta has closed its overseas call center(s).... True or False?



70 replies: All unread, showing first 25:
 
User currently onlineThe777Man From United States of America, joined Jul 1999, 6542 posts, RR: 55
Reply 1, posted (9 years 6 months 2 weeks 4 days 15 hours ago) and read 6297 times:

I remember reading an article somewhere about a year ago and it mentioned that DL had just closed two of three call centers in India. They also had one in the Philippines at that time. From what I've heard from DL employees in their LAX call center which will be closing, DL is looking to have more call centers in India, just like UA.

The777Man



Need a Boeing 777 Firing Order....Further to fly....CI, MU, LX and LH 777s
User currently offlineKaran69 From India, joined Oct 2004, 2887 posts, RR: 18
Reply 2, posted (9 years 6 months 2 weeks 4 days 14 hours ago) and read 6222 times:

My friend works for one of these DL call centres at Mumbai----his main job deals with "skyteam" promotions etc..
I met him today and he dint mention anything about the call centre shutting down etc...


User currently offlinePbiflyer From United States of America, joined Apr 2004, 185 posts, RR: 0
Reply 3, posted (9 years 6 months 2 weeks 4 days 13 hours ago) and read 6112 times:

Delta is also closing a call center in Boston on Sept 1. They are trying to move most bookings to Delta.com. They should close the centers in India and the Philiappines, and keep the usa centers open. Have you ever tried to talk to someone at the center in India? Ugh!


PBI is South Florida's BEST airport!
User currently offlineJtamu97 From United States of America, joined Mar 2001, 658 posts, RR: 2
Reply 4, posted (9 years 6 months 2 weeks 4 days 13 hours ago) and read 6091 times:

I hope this is not true about the US call centers closing..If it is here is what I have to say...If that is not a slap in the face..Way to go Delta, put more Americans out of a job so we can get cheaper labor somewhere else. Why not just move your entire US operations to India and service the US at your convenience!  Angry


Propeller, we don't need no stinkin propeller
User currently offlineStealthpilot From India, joined May 2004, 510 posts, RR: 0
Reply 5, posted (9 years 6 months 2 weeks 4 days 13 hours ago) and read 6080 times:

Pbiflyer.......could you exagerate any more. not everyone is 'un-understandable'

by the way, you're talking about DELTA!!!...... equals NO MONEY..... they can save a crap load of money by hiring philipinos etc to do the job. i understand its not the same as talking to an american, but well worth while considering their situation.
-Nikhil



eP007
User currently offlineOURBOEING From United States of America, joined Aug 2004, 475 posts, RR: 0
Reply 6, posted (9 years 6 months 2 weeks 4 days 13 hours ago) and read 6071 times:

Pbiflyer,

You might need to raise the volume on your hearing aid to hear them clearly Smile

On a serious note, most of the US carriers are in bankruptcy protection and are cutting pension plans for their employees and that is wrong, especially for the employees who are near the retirement age. If opening call centers in India is helping them save money, whats wrong with that? Indians are known to excel in anything you put them in and they speak excellent English even though its not their first language.

Cheers

OURBOEING


User currently offlinePetazulu From United States of America, joined Jan 2003, 701 posts, RR: 1
Reply 7, posted (9 years 6 months 2 weeks 4 days 12 hours ago) and read 6062 times:

Jtamu97,

Outsourcing is not a bad thing. Look it up, it can actually have benefits in the long run. If you want a protectionist enviroment, move to China. It's all been discussed before though- some people will always be resistant to change.


User currently offlineAlb222 From United States of America, joined Jan 2005, 222 posts, RR: 0
Reply 8, posted (9 years 6 months 2 weeks 4 days 12 hours ago) and read 6058 times:

DL is just closing the centers in BOS and LAX.............workers are being given the opportunity to transfer or take severence package.

So, if someone has an accent, do we assume they are in the Phillipines or India? Skyteam stuff is handled in India as are baggage issues. Telsales are supposedly in the States. Do not assume that a person's accent will put them out of the country.

Do we not use Microsoft, AMEX, HP, GE and many others because they have Philipine and Indian call centers? And I suppose those companies have no money either. It is economics..........

BTW, DL determined that the customer service from the Indian call centers was not up to snuff and has severed ties with some.


User currently offlinePbiflyer From United States of America, joined Apr 2004, 185 posts, RR: 0
Reply 9, posted (9 years 6 months 2 weeks 4 days 12 hours ago) and read 6050 times:

Stealthpilot:

Since your just a kid, 16 - 20 years old, I would not expect you to understand why American jobs should stay in America! But that's the way it should be. Moving jobs to save money hurts all American's in the long run, even if it does save money for the airlines. And by the way, it's not just the Airlines who are doing this. American jobs are American jobs and it only hurts our country when jobs are taken away for cheap labor elsewhere.

I have friends here in the USA who are Indian, and I can understand them very well. The cheap labor in the foreign call centers for Delta or United for the most part don't know what they are doing.




PBI is South Florida's BEST airport!
User currently offlineJtamu97 From United States of America, joined Mar 2001, 658 posts, RR: 2
Reply 10, posted (9 years 6 months 2 weeks 4 days 12 hours ago) and read 6044 times:

Yes, I have heard the benefits of outsourcing from the credit card companies, etc. It does have benefits to the consumer and the company but try telling that to the person who got laid off...Don't feel bad, you are losing your job so we can expand out company, you should be happy. I know many products such as cars, clothes, etc have for a long time been manufactured outside the US. There was a segment on outtsourcing on 60 minutes or something like that not too long ago. While it did allow one company to expand its assets in the US it still costs jobs. Oh well I know we can go on and on and on about this, but that is not the topic.

Later,
J



Propeller, we don't need no stinkin propeller
User currently offlineKomododx From , joined Dec 1969, posts, RR:
Reply 11, posted (9 years 6 months 2 weeks 4 days 12 hours ago) and read 6020 times:

Leave it to non-Economists to enrage themselves regarding outsourcing. It is good for the corporations. If you're the little man, then too bad, the economy works in a way that the people that would work in a call center have the "mobility" to move between industries. Yes, they will suffer... Welcome to globalization. Don't like it? Would you prefer to keep your close-to-min-wage job and pay higher for goods/services given their cost of production would be higher if it was done in the US/EU?

It's like years ago (even today, though) people complaining on how people get $0.07 an hour for stitching a soccer ball for Nike. Well cost of living in that country has put the labor market price for stitching soccer balls at $0.07 an hour. If they would pay as much as in the US, Nike would keep their soccer stitching dept. in the US and people in the third world country would be out of a job.

Getting back to not understanding Hindus on the telephone, I actually have not come accross that. The only time I actually noticed the Hindu accent was when I called Dell customer support.

I saw a documentary either on the history channel or discovery on how they will train the people so well. They'll give you an American name, address, they'll even tell you to be a fan of say the Patriots (they're gonna win on sunday btw) or the Sox, etc and to spark conversation with the client on the phone so as to give him the feeling that he is talking to a person in the US.

SNB


User currently offlineZone1 From United States of America, joined Jan 2005, 1035 posts, RR: 7
Reply 12, posted (9 years 6 months 2 weeks 4 days 10 hours ago) and read 5878 times:

The problem I have with India call centers is that usually when someone has to actually call Delta up they have a problem that cannot be resolved online, and usually this problem is complicated. If I ever have to call Delta up, the person who gets the call overseas has no idea what I'm asking. This usually happens half the time when I get an overseas call center.

One of the instances that comes to mind involved an award ticket. My plans changed and I ended up needing to stay in BOS for another week. I had my ticket going back to MOB late on Saturday, and I was trying to get a same day confirmation for the earliest flight out of BOS, so I could use the award ticket and then get a one way back to BOS Sunday night. I tried explaining to them that if I could get confirmed for the earliest flight out of BOS I would buy a one way ticket back to BOS the next day. They didn't understand that, so they started just trying to book me for the Sunday flight. It was fairly fustrating, so I hung up and tried calling again, and got someone in Atlanta. I can usually understand them, but they usually can't understand me.



/// U N I T E D
User currently offlineStealthpilot From India, joined May 2004, 510 posts, RR: 0
Reply 13, posted (9 years 6 months 2 weeks 4 days 10 hours ago) and read 5876 times:

Pbiflyer

Would it make a difference if I were 21?

By the way if you really must know, and I don’t see how this should make any difference, I am an American citizen. And please, let’s not talk about ‘jobs staying in America’. For gods sake open your eyes, almost everything you buy from Wal-Mart is made in China. Your Palm Pilots, Dell computers, i-Pod, Clothes you name it. How many jobs is that ‘taking away’?? The closure of one, just ONE steel mill leads to over 5000 job losses (I dont hear you blaming someone?). Why make such a fuss over a small call center?

You are the one not in tune with the facts; not I. A few hundred jobs here and there, big deal. You gain a lot more than you lose. You win some you lose some; you don’t like it go to another country.

The fact is simple, Delta doesn’t have the money. That’s why cutting costs is a great idea. If they had the money then let them do what they want, but they don’t.



eP007
User currently offlineKomododx From , joined Dec 1969, posts, RR:
Reply 14, posted (9 years 6 months 2 weeks 4 days 9 hours ago) and read 5851 times:

"You gain a lot more than you lose."

Sounds like, on the whole, society is benefiting from this.

Welcome to my respected users list Stealthpilot

SNB

EDIT:Misspelling

[Edited 2005-02-04 23:51:41]

User currently offlineIsitsafenow From United States of America, joined Feb 2004, 4984 posts, RR: 23
Reply 15, posted (9 years 6 months 2 weeks 4 days 9 hours ago) and read 5823 times:

About accents...I have a friend, a retired airline employee and she tells me when she either makes a call or receives a call and cannot understand the person on the other end of the phone, she hangs up. If she is calling, she re dials and chances are good"I get someone else", she says. Im not sure if this is the answer to heavy accents, but this is one way a person treats the problem. I did NOT say I agree with her, but am pointing out a response to heavy accents, so don't kill the messenger....
safe



If two people agree on EVERYTHING, then one isn't necessary.
User currently offlineMidway2airtran From United States of America, joined Jul 2003, 864 posts, RR: 2
Reply 16, posted (9 years 6 months 2 weeks 4 days 9 hours ago) and read 5795 times:

No matter what his age is 16 or 21, I agree with Stealthpilot and that is good that people are learning in the right direction and leaving the ignorance behind. Kudos!!

Especially in the case of Delta, it is in their best interest to use these call centers. The money DL saves goes to DL which is a US company which in the longrun, comes as more wealth to the US while also sharing it those other countries that need the development to run on their own.



"Life is short, but your delay in ATL is not."
User currently offlineBluewave 707 From United States of America, joined Jun 2001, 3152 posts, RR: 6
Reply 17, posted (9 years 6 months 2 weeks 4 days 9 hours ago) and read 5765 times:

If any company outsources work to foreign land, those being hired should have: proficiency of the English language, training and knowledge of whom they are working for, and most of all ... the ability to speak clearly. Not to sound mean or anything, it's like a person with a foreign accent on a drive-thru intercom. Otherwise, it becomes a customer disservice, and that company may, in the long term, lose customers because they don't want to deal with a "customer service" associate they can't understand.


"The best use of your life will be to so live your life, that the use of your life will outlive your life" -- D Severn
User currently offlineConcordeBoy From , joined Dec 1969, posts, RR:
Reply 18, posted (9 years 6 months 2 weeks 4 days 9 hours ago) and read 5738 times:

The problem I have with India call centers is that usually when someone has to actually call Delta up they have a problem that cannot be resolved online, and usually this problem is complicated. If I ever have to call Delta up, the person who gets the call overseas has no idea what I'm asking. This usually happens half the time when I get an overseas call center.

My sentiments exactly... agree with you 100%


User currently offlineMidway2AirTran From United States of America, joined Jul 2003, 864 posts, RR: 2
Reply 19, posted (9 years 6 months 2 weeks 4 days 8 hours ago) and read 5722 times:

If any company outsources work to foreign land, those being hired should have: proficiency of the English language, training and knowledge of whom they are working for, and most of all ... the ability to speak clearly. Not to sound mean or anything, it's like a person with a foreign accent on a drive-thru intercom. Otherwise, it becomes a customer disservice, and that company may, in the long term, lose customers because they don't want to deal with a "customer service" associate they can't understand.

**I'm not the biggest fan of DL, but I believe DL keeps in consideration that their ideal goal is to have all reservations come from internet and those that use the reservations line are dropping like flies, so fewer customers are faced with that situation. So loose a few customers, but a lot more to gain!



"Life is short, but your delay in ATL is not."
User currently offlineAseem From India, joined Feb 2005, 2046 posts, RR: 10
Reply 20, posted (9 years 6 months 2 weeks 4 days 8 hours ago) and read 5694 times:


SNB
Getting back to not understanding Hindus on the telephone, I actually have not come across that. The only time I actually noticed the Hindu accent was when I called Dell customer support.


Just a slight correction. It's basically an Indian accent, not Hindu accent as you say. People of all religion in India sound similar and whatever variation that is there has got nothing to do with religion.

Coming now to outsourcing, in 80s when American and European companies started entering India we were told "poor guy" this is globalization, an eventuality so better brace yourself to it. Now that we have taken it into our stride we are ridiculed for outsourcing. One more observation, nobody complains about availability of Chinese products in North American stores, maybe people will stop doing it to us when we are as strong as them. Big thumbs up

rgds
Aseem



ala re ala, VT-ALA ala
User currently offlineDeltAirlines From United States of America, joined May 1999, 8897 posts, RR: 12
Reply 21, posted (9 years 6 months 2 weeks 4 days 8 hours ago) and read 5694 times:

As long as they keep calls to Special Member Services in the United States, then I don't mind DL opening up foreign call centres if it helps them save some money. I personally book all my travel on Delta.com, but there are times when I do call SMS (it's at the point where it is on speed dial on my cell phone) to answer questions, etc.

Jeff


User currently offlineFriendlySkies From United States of America, joined Aug 2004, 4105 posts, RR: 5
Reply 22, posted (9 years 6 months 2 weeks 4 days 8 hours ago) and read 5687 times:

As much as I hate to say it since my mom had to transfer due to outsourcing, it IS beneficial to the corporations and our economy. While in excess it is bad, the end results benefit us greatly. As any economist worth his name in salt.

And don't discredit me because I'm 17...I just took an AP Macroeconomics course last semester.  Big grin


User currently offlineBkonner From , joined Dec 1969, posts, RR:
Reply 23, posted (9 years 6 months 2 weeks 4 days 6 hours ago) and read 5577 times:

Howdy,

ConcordeBoy is totally correct. Last July I needed to make a change on a Song flight. I had to call Delta and got someone (I am pretty sure) from India. Talking to this guy was like talking to a brick. All I wanted to do was change the ticket. I did not care what the cost was. It was like he had this script, my problem was not on the script, so I went absolutely no where with him. Actually, that's not true. He told me to go to the airport! So, like a fool, I went to the airport (early) and made the change. I mentioned this to the Delta/Song agent.

Bkonner.

[Edited 2005-02-05 03:10:55]

User currently offlineStealthpilot From India, joined May 2004, 510 posts, RR: 0
Reply 24, posted (9 years 6 months 2 weeks 4 days 6 hours ago) and read 5556 times:

“The cheap labor in the foreign call centers for Delta or United for the most part don't know what they are doing.”

I would think that employers would ensure their staff speak clearly AND are trained. But at times I do see that it’s possible to not fully understand them and get the help you need. If you make a call and genuinely don't understand the person then that’s misfortunate and not your fault. If you call and they are no help then I agree, fire them or retrain them by all means!

But the issue raised was WHY they are moving jobs away from the continental US and that moving jobs is bad, NOT whether they are well trained or not. I, along with most other people are just pointing out that it’s purely an economic reason. And especially considering Delta, it’s a brilliant economic reason. If people call and get no information/crap information then it’s up to song/delta to get different people. It is VERY possible to get good labor in these countries and save lots of money.
-Nikhil



eP007
25 Aseem : If people call and get no information/crap information then it’s up to song/delta to get different people. It is VERY possible to get good labor in
26 Post contains images Mrniji : Why not just move your entire US operations to India and service the US at your convenience! Yeah, go go ! Have you ever tried to talk to someone at t
27 Post contains images EA CO AS : And don't discredit me because I'm 17...I just took an AP Macroeconomics course last semester You forgot to add that you also stayed at a Holiday Inn
28 Post contains images Mrniji : because they were getting abused by people who assumed they were in Indian call centers! How sad... People in the allegedly leading economy, that stil
29 Kdeg00 : Two separate arguments are being worked into the same statements. One is the relative good or evil of outsourcing call center jobs to India, Pakistan,
30 Aseem : Having put work on press in India and Singapore recently I can attest to the fact that a great many of the second-language English speakers I dealt wi
31 Sonic67 : because they were getting abused by people who assumed they were in Indian call centers! How sad... People in the allegedly leading economy, that stil
32 Post contains images Mrniji : Kdeg00, thanks for this comprehensive reply and clarifying from 'the other side' . You mention the two main points very well and have a more long-term
33 Post contains images Lrgt : You have to realize that the job loss you people are CRYING so much about is the loss of a bad/low-paying job! There are plenty of them!!! There are m
34 Aseem : Also how would you like if your job was out-sourced to another country because the people in that country are willing to work for less than poverty le
35 NonRevKing : Wow, 28 posts and what a load of crap. So many facts interlaced w/ lies I can see where people wouldn't know what to believe. Let's set some things st
36 CORULEZ05 : Keep the call center exclusive to the country if you ask me. That solves the problem of calling in from the US and having language barrier....which bt
37 Aseem : has the mental capacity to understand complex situations. That's the real question here, are DL's outsourced reps capable of this? sorry guys I've got
38 Ckfred : My wife works for a company that, among other services, manages call centers on behalf of various clients. They are located in the U.S., India, the Fa
39 CORULEZ05 : Isn't that sad Fred?.....the first reason you stated as a benefit of call centers in India is the lower pay for those people who are doing the exact s
40 Jasepl : as long as the rep can assist me in a efficient manner, speaks and understands english well, and has the mental capacity to understand complex situati
41 Texdravid : I can't believe the gall of some of respondents with regards to this topic. Why is that Americans think their accent is so awesome and some other fore
42 CORULEZ05 : ahhhh....it's a bragging fest now.........if you dont like people of your nationality to be put down, don't put down Americans....just like you, there
43 Texdravid : I am an American, nationalized since the 1980's, thank you. Corulez05, the number of Indians and Chinese living my lifestyle will double and triple th
44 CORULEZ05 : you are nationalized, not an American....and btw, we have our future set and don't live pay check by pay check so.....there wont be a need for a part-
45 Texdravid : So, by definition, a naturalized American is not an American? What an asinine statement!! Who lives paycheck to paycheck? Not me, and certainly not th
46 Tu154m : I can assure you that DL's India call centers are open, and if anything, will only expand. At the rate DL is going with outsourcing, I wouldn't be sur
47 CORULEZ05 : LMAO @tex........good for you man....you are better than me? You dont even know me....you want to talk about insane statements..........LOL....why don
48 Texdravid : Yeah, your statement that a naturalized U.S. citizen is not a citizen is a stupid statement. "nationalized" is not a term to be used in this context,
49 CORULEZ05 : Yet another stupid statement....not all 21yr old college students just go to frat parties and get drunk.....and I am in that group that doesn't just d
50 Post contains images Jasepl : Isn't that sad Fred?.....the first reason you stated as a benefit of call centers in India is the lower pay for those people who are doing the exact s
51 Schipholjfk : Pbiflyer > India and the Philiappines, and keep the usa centers open. Have you ever tried to talk to someone at the center in India? Ugh! Here we go a
52 Schipholjfk : CORULEZ05: "Yet another stupid statement....not all 21yr old college students just go to frat parties and get drunk.....and I am in that group that d
53 CORULEZ05 : What is your problem? This has NOTHING to do with you......and by the way, it is DISFUNCTIONAL not "dysfunctional"......HAHA
54 Jasepl : I hate to break it to you, but it is indeed spelt 'dysfunctional'.
55 CORULEZ05 : really?...since when?
56 CORULEZ05 : I stand corrected, it has TWO SPELLINGS....WE ARE BOTH RIGHT....LOL!....
57 Post contains images Stealthpilot : CORULEZ05 === Take a moment to think about some of the things you have said “why does a person's nationality determine how much their job is worth?
58 Stealthpilot : By the way, Tango-Bravo I apologize for the way your thread turned out. Quite unexpected huh? I can’t even tell if your question got answered! -Nikh
59 Zone1 : Why don't you take your money and help all the retards in this country? I thought doctors were supposed to be compassionate? I'm glad you aren't my do
60 CORULEZ05 : I had many relevant things to say. Tex turned this into a country vs country issue...not me.......
61 RoseFlyer : First off I would like to say that this thread is turning into a feeding frenzy, and will likely be locked unless people calm down a bit. My general o
62 TKMCE : From some one who is in India and a travel professional and who has worked for many years in the customer support of a major GDS besides being an accr
63 Wobbles : If you are against Wal Mart and their practices (having their materials made in Chinese sweatshops) then you should certainly understand the frustrati
64 B707Stu : This is a tough issue. DUring the 70's I worked for AA and AF in reservations (NYC and LAX). I agree with the thread that the issue is Customer Servic
65 Mrniji : Incredible, how sick this thread has turned..
66 Texdravid : CORULEZ05 is the one with the hateful attitudes towards Indians with accents; thus he started this turn for the worse on this thread. Not to mention h
67 Goflyadam : this is capitalism, make a profit by any means, who cares if a load of yanks lose their jobs, blame the people at the top of these bankrupt US carrier
68 Feroze : I've watched this thread run and run and get more vitriolic over the last 24 hours. I cannot believe the out and out racism that has been expressed -
69 Karan69 : this is capitalism, make a profit by any means, who cares if a load of yanks lose their jobs, blame the people at the top of these bankrupt US carrier
70 Post contains images Mrniji : Texdravid, I completely agree with all said by you... I can so understand your feelings.. this racial hatred.. first, they exploit us, with their gove
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