Opening a new call center can be an effective solution to handling call traffic, as additional staff can answer customer questions in a much shorter period of time. Recently, the San Antonio City Council approved a grant agreement for Southwest Airlines based on 800 jobs that will be retained and created at its new facility by the end of 2012.
While handling more than 60 million calls a year, the San Antonio Customer Support and Services (CS&S) introduced its customers to Southwest's positively outrageous service with the addition of the new Southwest Call Center, which will relocate to Interstate Highway 35 and O'Connor Road in San Antonio.
Currently, Southwest boasts approximately 470 full-time employees at its center near Interstate Highway 10 and Medical Drive. The new call center is set to open during the second quarter of 2012 and will retain 478 employees and add 322 new positions, for a total of 800 full-time positions.
Southwest has executed a 15-year lease for 60,000 square feet that offers an open floor plan that will allow the carrier the flexibility to structure the center to its needs.
"As one of our original cities, Southwest Airlines has a long-standing relationship with the San Antonio community, and we are optimistic that the new Center will provide additional opportunities to grow our Southwest Airlines Family in San Antonio,” said Teresa Laraba, Southwest's senior vice president of Customer Services, in a press release.
As part of its Business, Retention and Expansion program, the City of San Antonio and the Economic Development Foundation worked closely with Southwest Airlines to find a new location for the center in San Antonio.
"Southwest Airlines' decision to establish their largest Customer Support Service Center in San Antonio is a tribute to the quality of our local workforce and the company's long-standing commitment to our city," Mayor Julian Castro added.
Southwest Airlines began to provide service to San Antonio in June 1971 with six daily nonstop departures to Dallas Love Field. Southwest opened the San Antonio Reservations Center in 1981 and currently operates six CS&S Call Centers nationwide. As the nation’s largest carrier or domestic passengers, additional Southwest call centers are located in the cities of Albuquerque, Chicago, Houston, Phoenix, and Oklahoma City.
Edited by Jamie Epstein