November 25, 2003
SiliconValley.com: Dell to Stop Using Tech Support in India
AUSTIN, Texas - After an onslaught of complaints, direct sales computer king Dell Inc. has stopped routing corporate customers to a technical support call center in Bangalore, India.
Tech support for Optiplex desktop and Latitude notebook computers will be handled from call centers in Texas, Idaho and Tennessee, Dell spokesman Jon Weisblatt told The Associated Press Monday. (full story)
My spin: More and more companies are shifting their call centeres to places outside of the USA. India, Philippines, Mexico and other locations. While this saves companies money, on the other hand thick accents and possibly some minor technical issues make these arrangements not always workable. Companies need to find ways of saving money, while at the same time serving customers after sales support needs. BUT I HOPE - only business customers don't get help... what about consumers?
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