Delta Airlines Contact Center : Analyisis of the Country Options
Index INTRODUCTION 3
STRENGTHS 4
WEAKNESSES 4
OPPORTUNITIES 5
INTEGRATION OF THE DISCUSSION 6
THREATS 6
SOLUTION 9
CONCLUSIONS 10
RECOMMENDATIONS 11
BIBLIOGRAPHY 12
Introduction
Delta Air Lines, Inc. (Delta) is an air carrier that provides scheduled air transportation for passengers and cargo throughout the United States and around the world. The Company offered customers service to destinations with Delta and Delta Connection carrier service to 321 destinations in 58 countries in January 2008. To Latin America and the Caribbean, Delta offered more than 500 weekly flights to 63 destinations in January 2008. It is a founding member of SkyTeam, a global airline alliance that provides customers with worldwide destinations, flights and services.
In Early September of 2000, Delta Airlines was preparing to decide in which country it would allocate its regional contact center which would require an investment of $3-4 million.
As we know multisite contact centers around the world enhance business flexibility and eliminate the physical and geographical restrictions that previously limited how and where enterprises could use their contact centers.
The purpose of this study is to determine which is the better option for Delta in terms of the outsourcing of a regional contact center for Latin America, taking into account the positive and negative aspects of every option involved by using as reference factors like labor cost, labor law and economic stability. The options being analyzed are Mexico, Argentina and Chile.
Strengths, Weaknesses, Opportunities and Threats
For purpose of the SWOT analysis we will use the factors that are considered to be determinant in an allocation of a contact center in a foreign country. We will make individual SWOT analysis of each country in order to have a better outlook of the pros and cons of each country.
STRENGTHS
Mexico:
· The possession of an already functional contact center with very capable workers.
STRENGTHS 4
WEAKNESSES 4
OPPORTUNITIES 5
INTEGRATION OF THE DISCUSSION 6
THREATS 6
SOLUTION 9
CONCLUSIONS 10
RECOMMENDATIONS 11
BIBLIOGRAPHY 12
Introduction
Delta Air Lines, Inc. (Delta) is an air carrier that provides scheduled air transportation for passengers and cargo throughout the United States and around the world. The Company offered customers service to destinations with Delta and Delta Connection carrier service to 321 destinations in 58 countries in January 2008. To Latin America and the Caribbean, Delta offered more than 500 weekly flights to 63 destinations in January 2008. It is a founding member of SkyTeam, a global airline alliance that provides customers with worldwide destinations, flights and services.
In Early September of 2000, Delta Airlines was preparing to decide in which country it would allocate its regional contact center which would require an investment of $3-4 million.
As we know multisite contact centers around the world enhance business flexibility and eliminate the physical and geographical restrictions that previously limited how and where enterprises could use their contact centers.
The purpose of this study is to determine which is the better option for Delta in terms of the outsourcing of a regional contact center for Latin America, taking into account the positive and negative aspects of every option involved by using as reference factors like labor cost, labor law and economic stability. The options being analyzed are Mexico, Argentina and Chile.
Strengths, Weaknesses, Opportunities and Threats
For purpose of the SWOT analysis we will use the factors that are considered to be determinant in an allocation of a contact center in a foreign country. We will make individual SWOT analysis of each country in order to have a better outlook of the pros and cons of each country.
STRENGTHS
Mexico:
· The possession of an already functional contact center with very capable workers.
Bibliography: 1. http://www.nyse.com/about/listed/dal.html <New York Stock Exchange> 2. Nelson, Roy C. “Delta Air Lines: The Latin America Contact Center Decision.” Case No. A0 3-04-0011. 2004. Thunderbird, (10 pages). 3. http://www.totel.com.au/chile-telecommunications-research.asp 4. http://www.hightechchile.cl/hightechchile/opensite/barra_infder.asp?glb_cod_sistema=20041213172812&glb_cod_nodo=20041217153913&glb_cod_nodo_recarga=&glb_cod_contenido=20041217154732&glb_cod_contenido_rel=undefined&glb_send=link 5. http://www.ilo.org/public/english/dialogue/ifpdial/info/termination/countries/chile.htm 6. http://www.weforum.org/en/initiatives/gcp/Global%20Information%20Technology%20Report/index.htm