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Delta drops cargo calls through Montego Bay call center

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Jan 14, 2011

Atlanta-based Delta Air Lines plans to bring some business back in house from a contract call center in Montego Bay, Jamaica.

The airline is shifting cargo customer service calls from that center to Delta centers in Atlanta and Minneapolis.

The call center in Montego Bay has 40 contract employees who handle bookings for the transport of animals on Delta, but those calls will now be handled by Delta employees in the Atlanta and Minneapolis call centers, according to the airline.

Delta CEO Richard Anderson said in a message to employees that the move provides "more consistent service and most importantly it provides job protection."

Anderson said the shift of work from the Montego Bay call center is one of a number of instances where Delta has brought work back in house in the past few years.

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As business team lead, Kelly Yamanouchi edits and writes business stories. She graduated from Harvard and has a master's degree from Northwestern.

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