American Airlines outsourcing hundreds of contact center jobs
TEXAS, UNITED STATES — American Airlines is restructuring its contact center operations, introducing a new 135-member Customer Success team for complex issues while outsourcing simpler tasks to international call centers.
This restructuring will significantly reduce the airlines’ U.S.-based workforce. A total of 656 customer service positions are set to be eliminated, impacting 355 jobs in Phoenix and 321 in Dallas.
These roles, currently held by non-union employees, will remain in place until March 30, 2024.
However, the airlines are encouraging the affected employees to apply for more than 800 available positions within the company. Those who are unable to secure alternative roles or who are eligible for retirement will be offered severance packages.
American Airlines aims to streamline its customer service operations through this move, offering a more unified point of contact for its customers. Company executives have highlighted their commitment to delivering reliable and enhanced customer experiences.
The decision, however, has not been without controversy. Critics raised concerns about the authority and capability of foreign agents to resolve customer issues effectively. Issues such as cultural and linguistic differences have also been pointed out as potential barriers to customer satisfaction.
Despite these criticisms, American Airlines reported a notable increase in customer satisfaction since it first began outsourcing certain roles in 2021. The company added that it will remain focused on re-engineering its business processes to optimize efficiency and maintain a high standard of service for its customers.
