Indian Call Centers on 60 Minutes

Discussion in 'Dell' started by Sam Nelson, Jan 12, 2004.

  1. Sam Nelson

    Sam Nelson Guest

    Thought I'd post this for anyone who is curious about those call centers in
    India that Dell uses. 60 Minutes tonight. Cheers.
     
    Sam Nelson, Jan 12, 2004
    #1
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  2. Sam Nelson

    Steve Larson Guest

    Just saw that, thanks for the post. After watching it, I really wonder what
    the greedy CEOs will do next to enhance their executive compensation
    package. Let's see if they really are creative enough to sustain a
    corporation strategically, instead of just playing smoke and mirrors with
    the Indian labor. Remember when all the corporations were doing the
    re-engineering game in the early/mid nineties? That was the big buzzword
    the big consulting companies were pushing. Well that died out eventually,
    as big consulting squeezed as much as they could out of it. How long with
    this squeezing of the American high-tech labor force last? Ultimately there
    will be a point of diminishing returns, and companies will decide it's not
    such a good idea after all.
     
    Steve Larson, Jan 12, 2004
    #2
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  3. Sam Nelson

    Carol Guest

    What bothered me is that the segment ended with the idea that this provides
    better service.
    It was somewhat shocking to find out that Indian "accountants" are doing tax
    returns and Indian doctors are analyzing MRI's. Very scary.

    If the Indian doctor was in the U.S. he/she would have had to pass tests for
    their license. I assume that they don't have to be licensed in the U.S. to
    read American's MRI's. It's not that I don't trust their ability, I've
    worked with Indian chemists and biologists and the ones I've met are
    intelligent. My concern is that how much do they care about a patient
    10,000 miles away and the problem of accountability. Who is responsible if
    the MRI is misinterpreted? Outsourcing has become more of a problem than
    just Dell customer service.

    Carol
     
    Carol, Jan 12, 2004
    #3
  4. Sam Nelson

    Don Taylor Guest

    The problem gets bigger than just the doctors, every time you do
    anything here in the health care system, anything, the scribbled
    notes or the recorded voice of the doctor or nurse gets passed to
    a transcriptionist somewhere. These folks are not MD's, usually.

    Growing numbers of those transcriptionists sit in India or even
    less well developed, and thus cheaper, countries. So your medical
    records are being passed back and forth across the world. The
    contents of those records easily rival the power of your doctor or
    your insurance company in this game.

    Now consider the new regulations and lack of regulations put in
    place by the HIPPA rules, that just went into effect. There have
    already been threats by transcriptionists in India to release the
    records they have to the world because of payment disputes. Google
    can find the newspaper articles describing this.
     
    Don Taylor, Jan 12, 2004
    #4
  5. Sam Nelson

    Dick Guest

    This is kind of OT, but I agree it is very, very scary. I was OK
    about the tech support for Dell, etc., but MRI interpretation? That
    is almost a crime. The interpretation needs to be done right there!
    Where the MRI was performed, not 10,000 miles away. At least I know
    mine are being done locally. How would you like having major surgery
    based on something done in India?
     
    Dick, Jan 12, 2004
    #5
  6. Sam Nelson

    Tom Swift Guest

    "How would you like having major surgery based on something done in India?"

    After all, nobody else is as smart or as competent as an American, right?
    Crawl back under your rock.

    Tom Swift
     
    Tom Swift, Jan 12, 2004
    #6
  7. Sam Nelson

    Gus Guest

    First it was the manufacturing jobs, then the technical jobs, next
    logical step is the executive jobs. I'm sure there are many highly
    trained, motivated and effective CEO types in India & Russia who would
    be happy with 1/10th of that American CEOs are making.
     
    Gus, Jan 12, 2004
    #7
  8. Sam Nelson

    Gus Guest

    Why? One of the advantages of modern medical technology is that the
    physician doing the reading, whether it's an MRI, an EKG, etc., need not
    be physically located where the patient is. An obvious advantage is that
    you can have a orthopedic specialist in NYC read an MRI for someone in
    Podunk, thus making those advanced skills available to patients
    virtually anywhere.
     
    Gus, Jan 12, 2004
    #8
  9. Sam Nelson

    Bill Guest

    If Michael Dell moved his job to India for the benefit of his company on the
    grounds he was making too much money, that would be interesting.

    Bill
     
    Bill, Jan 12, 2004
    #9
  10. Sam Nelson

    Phred Guest

    Somewhat off-topic in a.s.p-c.d I suspect. :cool: But what the hell...

    There's currently a push on in at least one state in Oz to improve
    broadband services to the bush; and one of the benefits seen for this
    is the provision of expert medical diagnoses off-site. So people in
    rural areas can avail themselves of this expertise without the trauma
    and expense of physically travelling to the big smoke. All you need
    in Burketown is the machine and the technician. The specialist and
    his Porsche can be comfortably located in Sydney. Everyone benefits.
    (Or, the the modern MBA idiom, it's a "Win, win, win ...")

    Mind you, I don't think the idea was to broadcast the data and images
    overseas -- here we're more inclined to import the Indian doctors. :)


    Cheers, Phred.
     
    Phred, Jan 12, 2004
    #10
  11. Built in to the price of every PC purchased from Dell, Gateway, HP,
    IBM, or whomever [unless one is a major corporate purchaser who
    undertakes their own, in-house, support] is the cost of "X" hours of
    "free" technical support. We have told Dell, Gateway, HP, IBM, and
    whomever, that we buy on price, and that if someone will offer us a PC
    for $100 or $200 less than their competition, we will buy from them.

    If "X" is 10 hours at $20 an hour in the US, or 15 hours at $5.00 an
    hour in India, which are you going to add on to the price of the
    computer you are trying to sell, $200 or $45.00?
     
    Ogden Johnson III, Jan 12, 2004
    #11
  12. Sam Nelson

    PC Gladiator Guest

    Maybe Dell could give ALL buyers a choice? U.S. based support and Off-Shore
    support with the cost of each listed. Let the customer choose... I
    volunteer to write the descriptions of both choices! ;-)
     
    PC Gladiator, Jan 12, 2004
    #12
  13. I would be willing to pay extra for US support, presuming that it was as
    good as it was in the old days.
     
    Thomas M. Goethe, Jan 12, 2004
    #13
  14. Sam Nelson

    Scott Guest

    Just a few points:
    The transfer of support and ordering to India wasn't to reduce the
    cost of PC's, but to increase corporate profit!

    Tech support for corporate service was dropped almost immediately
    because the corporations complained loudly about it.

    When I call to order a PC or to obtain technical assistance, I expect
    to be able to understand the person I am talking to and they to
    understand me without endless repetitions due to lack of clear English
    comprehenshion skills.

    In my opinion, this move will end up costing Dell in the long run due
    to frustration of consumers.
     
    Scott, Jan 12, 2004
    #14
  15. Sam Nelson

    Don Taylor Guest

    I paid about 1/2 the money for the hardware and 1/2 for the software.
    Then I considered this and paid 1/2 again for the top tier support
    for 3 years. Only after they delivered all this to my mother and my
    phone STILL kept ringing did I realize that when they said "support
    for the system we sold you" they meant "and no support for the 50%
    of the system cost that was software."

    That was my mistake. I won't ever make that mistake with them again.
    But if I were writing their ads I would certainly make it FAR more
    obvious what you do NOT get for your support money.

    And if they would have supported that I would have paid for it.
    But never again all that money for a 1% chance that a $5 keyboard
    or a $20 modem will fail in the next 3 years and they will mail her
    a box with a replacement in it, and I'll end up driving across state
    to put in in for her anyway.
     
    Don Taylor, Jan 12, 2004
    #15
  16. Sam Nelson

    PC Gladiator Guest

    Hey! Stop spreading that vicious propaganda! Corporate profits placed
    ahead of customer satisfaction and corporate responsibility?! You actually
    expect people to believe that? ;-)
     
    PC Gladiator, Jan 12, 2004
    #16
  17. Sam Nelson

    jg Guest

    What began as a distrust of public servants has expanded to include anyone
    who actually does anything, reflected in insurance premiums & claims and a
    readiness to employ anyone other than a local for any job at all, price
    being the only criterion.
     
    jg, Jan 12, 2004
    #17
  18. Sam Nelson

    Tom Almy Guest

    The choice is there. Instead of looking at the Dimension/Inspiron lines,
    look at the Optiplex/Latitude lines. The latter come with 3 years of US
    based support. And you *will* pay more.
     
    Tom Almy, Jan 13, 2004
    #18
  19. Sam Nelson

    Steve Larson Guest

    You make a very good point. Maybe that's the corporate "solution" for
    liability issues.
     
    Steve Larson, Jan 13, 2004
    #19
  20. Sam Nelson

    Steve Larson Guest

    why the attitude?

     
    Steve Larson, Jan 13, 2004
    #20
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