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Delta Air Lines Sales Support Center

How to EnterCompany: Delta Air Lines, Atlanta, GA
Company Division/Group: Sales Support Center
Company Description: The Delta Air Lines Sales Support Center provides award-winning, differentiated customer service to both its corporate and travel agency partners. Utilizing CRM technology, our Sales Associates work with segmented programs for a truly personalized approach to our customers’ needs. Associates are divided into multiple specialized support desks to make it easier to do business with Delta.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - Airlines, Distribution & Transportation

Nomination Title: Delta Air Lines

Tell the story about what this nominated department achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:  TEXT REDACTED FOR PUBLICATION

The Sales Support Center (SSC) at Delta Air Lines serves the airline’s highest-value corporate and travel agency partners with individualized support and personalized service 24/7/365.  This around-the-clock service drives business relationships that represent a majority of Delta’s overall revenue.

Our 225 Sales Associates strive for immediate resolution on each customer interaction.  Our Associates are empowered with the ability to offer creative solutions for our customers’ requests, ensuring all needs are met on one call, regardless of how long it may take.  This differentiates the SSC from our competitors and makes it easier to do business with Delta. 

 Since July 2012, the SSC has launched a number of initiatives to ensure an exceptional level of service for our partners:

1. Investing in  our team to ensure they take care of our partners

• Increased frequency of team meetings, reduced leader-to-Associate ratios, and introduced work at home program  in direct response to employee survey feedback

• Employee satisfaction score of 3.9/5, a 6% YoY increase

• Held first annual SSC Elite Recognition event to honor top Associates and performance managers

• Created employee engagement teams and mentorship program to promote personal career growth as well as foster a sense of community

• Focused on developing experienced workforce

2. Introduction of 24/7/365 Support

• In June 2013, SSC became the first B2B airline contact center to provide around the clock support

3. Technology enhancements and customization

• IVR after-call survey launched in April 2013 to immediately capture customer feedback

• SSC Associates have received over 500 customer compliments

4. Exceptional service drives strong revenue performance

• Increased corporate share gap

• SSC plays a large role in supporting r YoY revenue gains in 2013 with award-winning customer service

5. Awards and Recognition

• Swept every major travel publication award for agency support in 2012 and 2013

o Business Travel News recognized Delta and the SSC as #1 in 9/10 award categories in 2013 (2011, 2012)

o Recommend magazine named the SSC as the best support team in the industry (2011, 2012, 2013)

 

Provide a brief (up to 125 words) biography about the leader(s) of the nominated customer service organization:

Kristen Shovlin, Vice President of Sales Operations - Delta Air Lines.

Kristen has over 25 years of experience at Delta, including roles as Director of Customer Care, Director of Reservations Sales and Services, and Director of Los Angeles Reservations. With experience managing call centers of nearly 1,000 people and serving as an employee and customer advocate, Kristen provides the Sales Support Center's vision. She has transformed the SSC by developing solution-based approaches for our high-value partners that provide personal, differentiated experiences on every call.

Kristen holds a Bachelor of Science degree in Marketing from California State University – Long Beach.