On 8 Nov 2003 at 21:50, RT Simpson wrote: > In a message dated 11/8/2003 1:35:36 PM US Mountain Standard Time, > dmueller7@xxxxxxxxx writes: > > > Can be justified though: > > > > 1. A single call center large enough to handle all of their calls may > > not be as cost effective as multiple smaller call centers. > > > Except if it is in Bombay, Belfast or some other English speaking country > with cost efficient labor! (hey..it's bound to happen sooner than later) It's sooner.... DL is doing this now: http://www.flyertalk.com/forum/Forum21/HTML/010564.html Delta Air Lines has contracted two Indian companies to handle some of its customer reservations, the first airline to make such an arrangement. "The main reason is to save us money," $12 million over the next two years, said Catherine Stengel, a spokeswoman for the airline, although she added that allowing Indians to handle simpler reservations also would free American agents for more complex calls. The move had not prompted any layoffs, she added, although a company news release announcing the arrangement said it would not affect domestic employment "at this time."