America's Delta Airlines, the world's largest airline, has announced to close down its Indian call centers. Airlines officials said the decision is driven by poor customer feedback. This could come as a major setback to India's flourishing call centers which provide employment to thousands of youths across the country.
Delta's call in India was handled by a call center of Wipro Ltd. Media reports said Richard Anderson, the airline's chief executive, told employees in a recorded message on Thursday night 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 centers 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 by The Boston Globe that the airlines has hired about 4,500 call-center workers in the US after it ended its current outsourcing operations in India. However, Delta's call centers in Jamaica and South Africa would continue, the spokesman said.