Delta, Delta, Delta.... tsk tsk tsk !!!!

[Cherokee_Cruiser]

Okay, first, outsource phone reservation jobs to India to save $25 million per year... fine.

But now CHARGE the passengers to speak with an American agent ?!?!?!?!?!?!?

http://www.sptimes.com/2004/07/28/Bu...of_charg.shtml



Of interest from the article:

But the service has spurred complaints from customers who say the contracted agents in India lack the training, language skills or knowledge of U.S. geography to handle certain types of transactions. The frequent flier Web site FlyerTalk.com has hosted online discussions with titles such as "India Call Center Incompetence."

Larry Fields of San Leandro, Calif., says he got frustrated trying to book a flight through an agent in India from the San Francisco Bay area to New York City using his Delta frequent flier miles.

He asked for options out of three bay area airports and the three metropolitan New York airports. The agent checked only flights between San Francisco International and JFK International, all with two stops each way. Fields says he ended up buying a ticket on another carrier.

[asl]

We Brits have enough trouble with call centres in our own country from lack of training and incompetence, I'd hate to be trying to deal with someone in their second language.

[danielsexton]

i can't stand these overseas call centers, HONESTLY i can't understand them.

What gets me is Delta (and others) will save $25mil by switching to call centers in India, then loose at least as much $$$ as they saved if not more in business because people give up trying to make a reservation. [img]/ubbthreads/images/graemlins/confused.gif[/img] [img]/ubbthreads/images/graemlins/confused.gif[/img] [img]/ubbthreads/images/graemlins/confused.gif[/img]

[chrisesp]

Ok I hate tech support in India, do they not understand that we can't understand the people, or do they want it that way?

[aloft]

They won't lose that much; they'll do the same as other smart companies have done and have a special number for their truly valued customers where they'll reach an American.

[chrisesp]

That's why I am glad my dad is top tier with american and delta, makes it much easier to get what I want!

[Cherokee_Cruiser]

Have to PAY to speak to someone who speaks understandable English??? For a USA based carrier, it should be the norm to have people who speak clear, understandable English for free. [img]/ubbthreads/images/graemlins/banghead.gif[/img]

[Doug Taylor]

I had to convince TMobile that Syracuse wasn't near Central Park.

[Silverhawk]

The last time I called Dell support for something about my account the representative proceeded to spell stuff out for me since she couldn't speak english...

Thank you Mr.

P . A. T.. R .. I .. C .. K


and so on... I'm lucky it was an 800 number !!!


Ughhh !!!

[flyover]

Associated Press
Delta to Close India Call Center

Delta to Close One of Three Call Centers in India, Declines Discuss Survey on Call Fees

ATLANTA (AP) -- Financially troubled Delta Air Lines Inc. said Wednesday it was shuttering one of its three call centers in India, but declined to discuss whether the move was related to a survey asking customers if they would be willing to pay a fee to speak to a U.S-based agent rather than one in India.

..........

[tonyw]

[ QUOTE ]
The frequent flier Web site FlyerTalk.com has hosted online discussions with titles such as "India Call Center Incompetence."

[/ QUOTE ]

Don't even bother to listen to what the little whiners there say. These are people who think they're important because they sat in a seat for 100K miles. And they spend their weekends looking for ways to jack up their miles. They have no lives. I've met some of them, and all they could talk about was how to get more miles.

Idiots. I used to waste my time there, but after seeing how they're all like, I didn't get warm nuts on my last flight, should I complain on the day that the space shuttle fell apart over Texas, I used Dick Cheney's line on them and left.

Not that outsourcing call centers isn't a problem, but consider the whining crybabies on that website as about a reliable a source as the wacko on the street corner that tells you the government is using satellites to beam mind control waves down.

[mpenguin1]

[ QUOTE ]
I had to convince TMobile that Syracuse wasn't near Central Park.

[/ QUOTE ]

Well, it is on a map.

[Doug Taylor]

The Tmobile rep had a perfect American accent, but didn't understand that New York is a state. Plus, she kept on pronouncing "Erie" as "E-D".

[naunga]

[ QUOTE ]
For a USA based carrier, it should be the norm to have people who speak clear, understandable English for free.

[/ QUOTE ]
Yep, and if you ask me it's going to stay that way until English is declared the national language.

Once that happens businesses will be able to require employees to speak fluent English without fear of discrimination suits.

Just my opinion on the matter.

Oh and tech support is nothing, you should try working will consultants on multi-milllion dollar software upgrades who barely speak English and can't understand spoken English. Having to write every little thing done is saving us soooo much money, like my boss said: "never again".

Naunga

[Sprint100]

Boy these executives making decisions to outsource are gettin dumber by the minute. Noone likes the foreign agents, who happen to represent the company, and newsweek reported that the big-time savings were in the earlier years. The price to run the actual call center is lower, but there is so much involved in supporting that outsourced call center, the savings are minimal these days.

[flyover]

[ QUOTE ]
Boy these executives making decisions to outsource are gettin dumber by the minute. Noone likes the foreign agents, who happen to represent the company, and newsweek reported that the big-time savings were in the earlier years. The price to run the actual call center is lower, but there is so much involved in supporting that outsourced call center, the savings are minimal these days.

[/ QUOTE ]

This is why all the hysteria over out-sourcing is just ridiculous. Market forces will always get things straightned out. If out-sourcing doesn[t deliver it will be "in-sourced". While there is all this concern over losing manufacturing jobs to China, guess who lost more manufacturing jobs last year than the US? Why it was China, go figure.

[kellwolf]

[ QUOTE ]
While there is all this concern over losing manufacturing jobs to China, guess who lost more manufacturing jobs last year than the US? Why it was China, go figure.

[/ QUOTE ]

Yeah, they closed the plants down since they figured they could make more money by opening out-sourced call centers. [img]/ubbthreads/images/graemlins/smile.gif[/img]

[Tim]

I know as employees we knew that when they opened those call centers it was going to be a disaster waiting to happen. A person in India has not much of a clue about where cities are in the US.

Doug nice avatar and I always though NY was another country. I have been told that they have to get passports and visas to travel in the US...haha

[kellwolf]

[ QUOTE ]
A person in India has not much of a clue about where cities are in the US.

[/ QUOTE ]

Yeah, 'cause I couldn't even GUESS where Dehli is.....

[Tim]

I thought Delhi was in the back corner at Publix.

[kellwolf]

Depends on the Publix. Ours is on the side. [img]/ubbthreads/images/graemlins/smile.gif[/img]