Delta Air Lines to Build Reservation Contact Center in South Florida

Delta Air Lines (NYSE:DAL) will build a new South Florida Reservation Contact Center in Broward County. In an announcement made today at a Broward Alliance news conference, Delta said the new center will be located in the Rockefeller Group Corporate Park in Miramar, Fla.

“Delta’s South Florida Reservation Contact Center is a key element in our strategy to expand the array of options - voice, automated, and interactive - for customers who book and ticket on Delta and our SkyTeam partners. We are gratified by the efforts of local officials and organizations who have worked with us to keep a Center here in South Florida. Especially pleased are the more than 700 Delta professionals who currently work in our South Florida Reservations Center,” said Debbie Siek, Delta’s vice president, Reservation Sales and Customer Care.
“The City of Miramar is pleased that Delta has chosen to locate its contact center facility here,” said Mayor Lori Cohen Moseley. “This partnership promises to be an enduring and rewarding one. It also further solidifies Miramar’s position as the location of choice for the aviation industry.”
“Over the past two years, Delta has upgraded Contact Centers worldwide to keep pace with customer demand,” said Siek. “The new South Florida Reservation Contact Center will enable Delta to respond to more customers more quickly and more efficiently using the latest technology options.
The new center will handle customer calls from throughout North America, the Caribbean and Latin America, as well as e-mails, faxes and communications through personal digital assistants.
Today, Delta’s South Florida Contact Center located in Coral Gables handles on average just under one million calls each month. Delta expects customer handling capabilities at the new center, scheduled to open in Fall 2003, to grow significantly. The new center will incorporate the latest in contact center technology to offer customers greater flexibility through increased automated options and faster access to booking and schedules information. The state-of-the-art, two-story, 49,650 square foot center, being built for Delta by Rockefeller Group Development Corporation, will have approximately 400 Reservation Sales positions and capacity for 900 employees. The site is large enough to provide employees ample on-site parking not available at the current location.
Delta has maintained a Reservation Contact Center in South Florida since 1956. The South Florida Center is one of 20 Delta Contact Centers worldwide, handling more than 119 million customer contacts annually. More than 7,500 Delta Reservations Sales and Customer Care professionals serve the needs of millions of customers.
Delta Air Lines, the world’s second largest carrier in terms of passengers carried and the leading U.S. airline across the Atlantic, offers 5,898 flights each day to 429 destinations in 76 countries on Delta, Delta Express, Delta Shuttle, Delta Connection and Delta’s worldwide partners. Delta is a founding member of SkyTeam, a global airline alliance that provides customers with extensive worldwide destinations, flights and services. For more information, please go to delta.com.
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