Delta Airlines

A leading transatlantic airline, Delta is in it for the long haul with both London and Think London.

The company

The company, which is based in Atlanta, Georgia, USA, employs 50,000 staff worldwide and originally set up its Atlantic region headquarters in London in 1978. In 1996 Delta decided to expand the operation and establish a contact centre in the capital.  It was then that Delta initially worked with Think London to consolidate its 12 European reservation centres to London, a move which brought significant cost savings for Delta in its first five years. Almost a decade on, in 2005, Delta called on Think London’s expertise again to help it upgrade the contact centre and move to a new, first-class facility.

Think London helped with:

Think London’s intelligence and contacts demonstrated the value of retaining the call centre in west London over relocating it elsewhere. Our guidance and services spanned:

• property recommendations from west to east London, including detailed borough profiles
• intelligence and analysis of language skills in London, including Japanese speakers, along with detailed recruitment practice advice
• scoping opportunities to create more jobs and expand Delta’s call centre capabilities through the addition of new language skills
• introductions to key contacts among west London’s business community

Business success

Delta opened its new call centre in Hayes, west London in 2005.  The multinational operation is expanding to support the fastest period of growth in the airline’s 76-year history; it now employees more than 300 staff and handles more than one million calls a year. The centre boasts 17 languages.

In their own words

“Thanks to Think London, we have a successful and profitable contact centre that is able to assist our customers and is considered a benchmark for many other companies.”

“Think London has been instrumental in helping us select the Greater London area for our contact centre. This centre initially began with approximately 150 employees and has matured to a centre of over 300, handling a variety of customer needs and expectations.“

“Think London’s intelligence proved invaluable. We could have moved our call centre out of London — even to India — but Think London proved we had all the skills we needed right on our doorstep in west London.”

“Our new call centre is crucial to the growth of our company. We are expanding quickly and our London call centre is set up to support our rapid international growth. Think London gave us the confidence to be ambitious.”

“I look forward to continuing to work with Think London, they are a trusted partner and friend to Delta, who I would not hesitate to call on should the need arise.”

Loren Neuenschwander
Managing Director, Delta Airlines

For more information about Delta Airlines, please visit www.delta.com