Originally Posted by
mooper
I agree. US or foreign, it is the lack of thorough training - not the location of the employee - that causes problems.
It is also important to note that the airlines (and other companies) could use purely US-based CSRs if we wanted to pay more for our tickets and/or a higher surcharge for phone support. Personally, I'd rather deal with the outsourced help (on the rare occasion I use phone support) and save the $.
not quite. delta, for one, is going to close their ICC, because it was creating problems (and most likely they were losing business)
i think more airlines should do like jetblue does, and save money on the call center by hiring at home phone agents