The Hindu Business Line : Delta ties up with Wipro arm for ticketing

DELTA Airlines has selected Spectramind eServices Pvt Ltd, a subsidiary of Wipro, as one of the two vendors to handle select customer reservation functions.

In a statement, the airline has said the partnership will reduce distribution costs and improve the customer travel experience. The airline expects to realise initial distribution savings of up to $12-15 million annually, phased over a two-year period.

"The new agreement enables us to redirect reservation sales employees to handling the real-time needs of Delta's customers, whether those customers are calling from office, home or from an airport," the Vice-President, Reservation Sales and Customers Care, Mr Debbie Siek, said.

The approach will expand the call handling capabilities of phone representatives to move customers out of line and through select airports more quickly. Besides, airline representatives will be available to customers by phone at select airports to quickly assist with transactions normally performed at the ticket counter.

Apart from Spectramind eServices, the other vendor is from the Philippines. The statement said that the both the companies are well regarded in the call centre industry and will provide significant cost savings and productivity improvement for the airline.

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