Nearshore Americas

Delta Shifting Calls Away from South Africa, Back to U.S.

Source: Boston Globe

ATLANTA — Delta Air Lines Inc. says it will stop sending US calls to a call center in South Africa, as it continues to shift that work back to the United States.

Starting July 1, calls about Delta promotions will go to a Delta facility in Dallas. On Aug. 1, general sales calls will go to various Delta call centers in the United States. Delta says the South African center will still handle some calls coming from outside of the United States. It also uses a call center in Jamaica.

Delta has about 4,000 call center workers around the United States and says that number won’t change after calls shift away from South Africa.

Most airlines have been reducing the number of call centers as more travel arrangements are handled online.


Kirk Laughlin

Kirk Laughlin is an award-winning editor and subject expert in information technology and offshore BPO/ contact center strategies.

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