America’s Delta Airlines, the world’s largest airline, has announced to close down its Indian call centres.
Airlines officials said the decision is driven by poor customer feedback. This could come as a major setback to India’s flourishing call centres which provide employment to thousands of youths across the country. Delta’s call in India was handled by a Wipro company.
Media reports said Richard Anderson, the airline’s chief executive, told employees on Thursday that Delta had stopped forwarding calls to India in the first quarter and would be bringing the function back in-house in the US. “The customer acceptance of call centres in foreign countries is low and our customers were not shy about letting us have that feedback,” Anderson said.
A Delta spokesman, was quoted as saying that the airlines has hired about 4,500 call centre workers in the US after it ended its current outsourcing operations in India. However, Delta’s call centres in Jamaica and South Africa would continue, the spokesman said.