Wednesday, November 2, 2011
US Airways Moves Call Centers Back to U.S.
US Airways announced plans Tuesday to move its call centers back to the United States and hire 400 workers to staff the centers.
The new call centers will be located in Winston-Salem, N.C., Phoenix, and Reno, Nev.
The airline said the project is part of its agreement with the Airline Customer Service Employee Association, which represents more than 6,000 reservations and airport customer service employees employed by US Airways. The new positions meet a contractual requirement to handle all general reservations sales calls originating in the United States in U.S. call centers by Nov. 1, 2011.
"Today's news is a testament to the positive relationship we have with the Airline Customer Service Employee Association. The addition of 400 jobs is extremely good news for these three communities, for the CWA/IBT, and for our customers who will continue to receive the outstanding service they have come to associate with US Airways," said Chairman and CEO Doug Parker said.
In addition to its three reservations call centers in the United States, US Airways also operates a call center in Liverpool, England, which handles calls from customers located in international locations. US Airways will employ 1,900 agents by the end of 2011, and the airline handles approximately 18 million calls annually.