Travelocity.com Inc. recently opened a customer service center in Clintwood, VA, marking the online travel agent's third such facility.
The travel site also operates call centers in San Antonio and Sacramento, CA. Both locations opened in October. In total, Travelocity, Fort Worth, TX, now operates 1,300 customer service seats.
Before October, the online travel agent farmed out its call center duties, but the site would not divulge the name of its former outsourcer.
Since taking customer service inhouse, Travelocity claims that the number of complaints it has received about its customer representatives has dropped by 20 percent while compliments have increased by 50 percent.