Delta Air Lines to move some call centre functions to Asia

Airline Industry Information, Oct 9, 2002

AIRLINE INDUSTRY INFORMATION-(C)1997-2002 M2 COMMUNICATIONS LTD

Delta Air Lines is to move some of its customer reservations functions to India and the Philippines.

The airline has reached agreements with two companies to handle selected call centre functions in a move it said would reduce distribution costs and improve the customer travel experience. These companies are Sykes Enterprises Inc, working with its facility in the Philippines, and Spectramind eServices Pvt Ltd, a subsidiary of Wipro Ltd, working with its facility in Mumbai, India.

The agreements are expected to save the airline up to USD12-15m annually, phased in over a two-year period. A spokesperson said that the airline did not expect jobs in its Reservation Sales Contact Centres to be affected at this time.

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