Delta Air Lines
will build a new South Florida Reservation Contact Center in Broward County, located in the Rockefeller Group Corporate Park in Miramar.
“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.” said Debbie Siek, Delta`s vice president, Reservation Sales and Customer Care.

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 have approximately 400 Reservation Sales positions and capacity for 900 employees. 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 via more than 7,500 Delta Reservations Sales and Customer Care professionals.

Meanwhile, Delta customers in Latin America can now easily access the information most relevant to them at delta.com/latinamerica
, a Web site featuring tailored, localized information in English, Spanish and Portuguese. The Delta Air Lines America Latina site provides direct access to local and regional special fares and offers, city-specific Delta news, flight departure and arrival information, SkyMiles enrollment and other tailored travel information.

“Our customers in Latin America now have another tool to enhance their travel experience—a Web site dedicated specifically to their needs,” said Steve Scheper, Delta`s managing director of e-business, business-to-consumer. “The launch of this site allows Delta to speak more directly to our customers in Latin America.” Latin American customers can also make flight arrangements through Delta`s dedicated reservations center, the only pan-regional contact center communicating with customers from Mexico to Argentina. Contact center telephone numbers are listed on.

 

Related stories on ITN:

(06/06/2002) Delta Streamlines 800-Mile Segment Upgrades Online

(27/05/2002) Delta Expands Online Capabilities

(02/04/2002)  
New Online Feature from Delta

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