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Delta to End Outsourced Customer Service


Delta announced it will begin closing its foreign call centers and move all customer service operations to the U.S. The airline cited customer complaints when explaining the move, and said it stopped routing calls to off-shore call centers during the first three months of the year. The call centers were located in India.

This isn’t the first time an airline has closed its Indian-based customer service operations. United shut down its telephone operations entirely, and in the process closed an Indian call center that wasn’t popular with customers.

Unlike United, however, Delta will continue offering a customer service phone line. This is good, because if your opinions are any indication, travelers generally prefer using the phone when contacting an airline.

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