Delta Air Lines said it plans on adding jobs to its reservation call center in northern Minnesota. Delta’s chief executive confirmed the plans saying the expansion will help the facility keep growing and show customers that the airline is willing to invest in its customer satisfaction.
“We want to do more investment in the facility…expand and continue to grow. We’re in the process of hiring more right now,” said CEO Richard Anderson.
Anderson explained that the call center has already been showing signs of strength since opening back in 1996. When the center was being built, the plan was to reach a maximum of at least 350 employees making calls, troubleshooting, and offering customer assistance. As the years flew by, the company saw very little turnover and an increase in the demand from customers.
To help meet the demand, Delta began hiring additional staff to handle the influx of calls. Currently, the call center in Minnesota has 500 full-time employees. Now it looks like its time to expand again.
Anderson said the most important thing is to make sure Delta’s contact center remains a quality facility with the latest advancements. “Yes, there’s a lot of technology coming to bear for us, but the Chisholm center is the top-performing center in the Delta system. It’s been a real success,” said Anderson.
Russell Cason, Delta spokesman, said the plan is to bring on an additional 25 to 50 employees by the end of the year. Cason cited the center’s excellent customer service as a reason to expand.
“The customer satisfaction ratings for our Iron Range team rank t the top of all our North American offices,” Cason commented. “We will be working with the local team to make facility and infrastructure improvements to the office during the coming year.”
Edited by Jamie Epstein