From Business Courier of Cincinnati: Delta won’t route calls to India
Delta Air Lines Inc. has stopped routing reservation calls to India, citing complaints from customers.
Outsourcing Customer Service call centers to India is something that never made sense to me. Customer Service is one of the few opportunities that most companies have to interact with their customers. How you deal with a customer’s problem goes a long way towards determining whether or not they remain a customer of your company.
In my experiences with Indian call centers, I often felt that they didn’t truly empathize with me and the problem I was calling about. Sometimes when there is a problem, there really isn’t an acceptable solution for the customer. In this case, at the very least you want some genuine sympathy or understanding.