Chisholm Reveals Newly Renovated Delta Air Lines Call Center

Renovated Call Center Means More Jobs on the Iron Range

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“It’s an exciting time for us,” said Delta Air Lines associate customer engagement director Tony Zupancich.

Out with the old and in with the new.

“It makes me happy to come into work now everyday, it’s just beautiful,” lead customer experience specialist Jessica Schroeder said.

After nearly a year of construction, more than 400 employees are now answering inbound calls from a transformed facility.

“The quality of the work that is accomplished up here is fantastic and the renovation of this building now parallels in quality,” said Bill Lentsch, Delta Airlines senior VP of airport and customer service and cargo operations.

The more than $6 million upgrade includes improved and new conference, break and team meeting rooms sprinkled throughout the building.

“All the glass meeting rooms are kind of nice,” said customer experience specialist Sara Kennedy. “You get more open, you can see what’s going on. It seems more inviting to everyone.”

Open ceilings, sit to stand work stations, huddle areas and LED lights are just a few other new touches.

“It’s a nice clean feeling,” said Kennedy. “You want to dress up. You almost feel better coming to work.”

Customer engagement center employees say the face-lift with Iron Range flair has definitely boosted moral.

“It’s nice to come into the office everyday,” said Schroeder.

“We really are about a team,” said Zupancich. “We’re about family, we’re about collaborating with eachother,”

That philosophy was sometimes hard to adhere to with the buildings old layout.

“It wasn’t a condition where we could do the business that it has changed to be now,” said Schroeder.

The Iron Range Customer Engagement Center takes in about $14 million calls every year and officials believe the new upgrades will have an impact on the customer service.

“When employees are happy about being at work and they have a good feeling when they’re at work they’re able to do much better,” said Zupancich. “They’re able to focus on the customers and take care of our customers.”

Delta says these upgrades will also allow them to add to their team.

The goal is to hire about 75 new specialists this year.

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