You are right on target......I used to be able to ask for the re-issue desk and would be connected to Texas, Utah, or Georgia...but now the India call center agents claim that they are 're-issue' trained and certified...whatever that means.
...the wait and service has not gotten much better.
So actually it takes an inside straight flush just to get someone in the good old USA.
Originally Posted by DLfan
The off-shore call center personnel are generally not as well trained and certainly not as practiced as the Delta call center personnel here in the USA. If you suspect you have reached an out-sourced call center (or even if you haven't) and are uncomfortable with the level of service you are receiving, politely terminate the call and redail. What you want (in my experience) is to be connected with the SLC center. It's strictly luck of the draw, but you've drawn an inside straight when you reach someone in the SLC center.