Dell moving some business support jobs from India back to US

Discussion in 'Dell' started by Markeau, Nov 22, 2003.

  1. Markeau

    Markeau Guest

    Markeau, Nov 22, 2003
    #1
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  2. Markeau

    PC Gladiator Guest

    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.
     
    PC Gladiator, Nov 22, 2003
    #2
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  3. Markeau

    PC Gladiator Guest

    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!
     
    PC Gladiator, Nov 22, 2003
    #3
  4. Markeau

    Tim Miser Guest

    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.
     
    Tim Miser, Nov 24, 2003
    #4
  5. Markeau

    PC Gladiator Guest

    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.
     
    PC Gladiator, Nov 24, 2003
    #5
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