United to shift jobs from India in call-center revamp

United Airlines said it plans to shift 165 customer service jobs from India and Mexico to giant call centers outside Chicago and Honolulu as it turns off a phone line that lets customers lodge complaints or praise service on its flights.
By the end of April, passengers will only be able to share complaints or queries about United flights by sending emails or letters, a process the company says is more efficient than phone interactions.
Customers who dial 1-800-UNITED-1 will be directed to put service concerns into writing, although they will still be able to make reservations, track lost bags or seek refunds via phone.
The new force of U.S.-based workers responsible for dealing with passengers will consist of United employees and new hires, the majority of whom will be based in Chicago, said Rich Delaney, president of the International Association of Machinists and Aerospace Workers, District 141, United?s largest union.
They will sort through customer feedback and decide whether to email, write or call passengers with responses, said United spokeswoman Robin Urbanski.
Urbanski said the move was done in response to studies that showed that customers who communicated with United via email or letter tended to be ?most satisfied? with its response.
11/02/09 Julie Johnsson/Chicago Tribune

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Categories: Foreign Feb 2009