Delta Brings Contact Center to Santiago
Delta Air Lines has introduced its Santiago, Chile-based Latin America Contact Center (LACC) that will allow for reservations calls from nine different Latin American countries. This contact center is an addition to the Latin America centers maintained by Delta in Mexico City, Mexico and Rio de Janeiro, Brazil.
“Delta is committed to operating a world class customer contact center in Santiago, Chile, by leveraging the knowledge and experience gained from the opening of the industry’s first regional contact center in Western Europe,” said Debbie Siek, Delta’s vice president – reservation sales, “We have the opportunity to serve our customers in Latin America better than ever by combining Delta Style Service with the latest voice and data technology.”
The LACC will provide a regional location for all customer reservations calls and specialized services such as group sales, fares and SkyMiles, utilizing newly designed software. The Latin America Contact Center’s 50 employees receive approximately 2,000 calls each day and have the capability of serving customers in six different languages. Delta currently operates a network of 24 call centers and 102 city ticket offices worldwide with more than 10,000 employees handling more than 118 million calls, e-mails and other transactions last year. In 2001, for the second consecutive year, Delta Reservation Sales was awarded the U.S. Teleperformance CRM Grand Prix Award for online customer service.
The Santiago Contact Center will bolster Delta’s focus on Latin America. Delta recently introduced a new daily nonstop flight from Santiago to Atlanta, adding to the list of 16 cities in 11 countries within Latin America that Delta passengers can already fly from Atlanta. Last year, Delta transported more than one million passengers between Atlanta and Latin America.