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Dell moving some business support jobs from India back to US

 
 
Markeau
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      11-22-2003, 12:53 PM
"The new U.S. employees will provide phone-based tech support for
business customers, which account for the bulk of Dell's revenue. Dell
employees in India have been answering some of those calls. Calls from
individual customers will still be routed to call centers in India."

http://www.statesman.com/business/co...421360070.html

 
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PC Gladiator
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      11-22-2003, 01:29 PM
Old news I think, but Dell hasn't thrown in the towel for good...

A recent Stanford University study estimates that Indian call centers have
picked up 200,000 jobs since March 2002. Gartner Inc., the tech research
firm, estimates that U.S. information technology companies will move one in
10 jobs offshore by the end of the year.

Dell executives left open the possibility that tech support for corporate
customers could be shifted overseas again, if technical expertise and
language skills improve there.

"I don't think we're ruling that out," said Jon Weisblatt, a Dell spokesman.



"Markeau" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> "The new U.S. employees will provide phone-based tech support for
> business customers, which account for the bulk of Dell's revenue. Dell
> employees in India have been answering some of those calls. Calls from
> individual customers will still be routed to call centers in India."
>
>

http://www.statesman.com/business/co...421360070.html
>



 
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PC Gladiator
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Posts: n/a
 
      11-22-2003, 01:38 PM
And consumers continue to get the sh*t end of the stick...
"Calls from individual customers will still be routed to call centers in
India."

Maybe Dell could setup multiple levels to choose from"

Option 1: Free support, call routed to India, customer must know language
of tech rep.

Option 2: $10, call routed to India, customer will speak to tech rep that
knows broken English, reads scripts, then hangs up on you.

Option 3: $15, call routed to India, tech rep speaks fluent English, reads
scripts, then hangs up on you.

Option 4: $20, call routed to India, tech rep speaks fluent English, reads
scripts and has actually seen a computer before.

The revenue possibilities for Dell are endless!


Markeau" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> "The new U.S. employees will provide phone-based tech support for
> business customers, which account for the bulk of Dell's revenue. Dell
> employees in India have been answering some of those calls. Calls from
> individual customers will still be routed to call centers in India."
>
>

http://www.statesman.com/business/co...421360070.html
>



 
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Tim Miser
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Posts: n/a
 
      11-24-2003, 12:00 AM
There is a very fine line between PC Gladiator the consumer versus PC
Gladiator, Inc.

The solution is, as far as contacting Dell goes, you are the President of PC
Gladiator Inc.

Sincerely,

Tim Miser
President and CEO
Tim Miser, Inc.


"PC Gladiator" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> And consumers continue to get the sh*t end of the stick...
> "Calls from individual customers will still be routed to call centers in
> India."
>
> Maybe Dell could setup multiple levels to choose from"
>
> Option 1: Free support, call routed to India, customer must know

language
> of tech rep.
>
> Option 2: $10, call routed to India, customer will speak to tech rep

that
> knows broken English, reads scripts, then hangs up on you.
>
> Option 3: $15, call routed to India, tech rep speaks fluent English,

reads
> scripts, then hangs up on you.
>
> Option 4: $20, call routed to India, tech rep speaks fluent English,

reads
> scripts and has actually seen a computer before.
>
> The revenue possibilities for Dell are endless!
>
>
> Markeau" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
> > "The new U.S. employees will provide phone-based tech support for
> > business customers, which account for the bulk of Dell's revenue. Dell
> > employees in India have been answering some of those calls. Calls from
> > individual customers will still be routed to call centers in India."
> >
> >

>

http://www.statesman.com/business/co.../saturday/busi
ness_f3fb91a6d56421360070.html
> >

>
>



 
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PC Gladiator
Guest
Posts: n/a
 
      11-24-2003, 01:41 PM
Yeah I hear you.

It would be sooo refreshing to see a company be honest and say, we're forced
with a very difficult decision. Due to very slim margins, we can either
layoff thousands of U.S. workers that are offering great tech support and
ship all the jobs overseas for 1/10 of the cost and a 1/10 of the service
level.

OR we can ask you to pay $29 for Gold Support and that will enable us to
continue to provide excellent tech support AND continue to keep thousands
Americans in jobs in the U.S.

IMO Dell missed a HUGE opportunity to show its customers it not only
supports them but also U.S. workers and the U.S. economy. The very few that
wouldn't buy PCs over a $29 charge would be miniscule compared to the added
sales from this approach IMO.

The accounting pinheads that make these decisions look at nothing but
numbers when there is sooo much more involved. The value of customer
satisfaction, positive publicity, customer goodwill, customer loyalty, etc.
can be huge Sometimes the *best* solution is not always the cheapest
solution. I think Dell is finding that out with their business customers
and will eventually find it out when the Home buyers revolt and bolt.



"Tim Miser" <(E-Mail Removed)> wrote in message
newsSbwb.287288$Tr4.897861@attbi_s03...
> There is a very fine line between PC Gladiator the consumer versus PC
> Gladiator, Inc.
>
> The solution is, as far as contacting Dell goes, you are the President of

PC
> Gladiator Inc.
>
> Sincerely,
>
> Tim Miser
> President and CEO
> Tim Miser, Inc.
>
>
> "PC Gladiator" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
> > And consumers continue to get the sh*t end of the stick...
> > "Calls from individual customers will still be routed to call centers in
> > India."
> >
> > Maybe Dell could setup multiple levels to choose from"
> >
> > Option 1: Free support, call routed to India, customer must know

> language
> > of tech rep.
> >
> > Option 2: $10, call routed to India, customer will speak to tech rep

> that
> > knows broken English, reads scripts, then hangs up on you.
> >
> > Option 3: $15, call routed to India, tech rep speaks fluent English,

> reads
> > scripts, then hangs up on you.
> >
> > Option 4: $20, call routed to India, tech rep speaks fluent English,

> reads
> > scripts and has actually seen a computer before.
> >
> > The revenue possibilities for Dell are endless!
> >
> >
> > Markeau" <(E-Mail Removed)> wrote in message
> > news:(E-Mail Removed)...
> > > "The new U.S. employees will provide phone-based tech support for
> > > business customers, which account for the bulk of Dell's revenue. Dell
> > > employees in India have been answering some of those calls. Calls from
> > > individual customers will still be routed to call centers in India."
> > >
> > >

> >

>

http://www.statesman.com/business/co.../saturday/busi
> ness_f3fb91a6d56421360070.html
> > >

> >
> >

>
>



 
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