Apple plans India call center

Apple Computer said Thursday that it plans to open a call center in India to handle its growing business and continue to expand call centers in the U.S. as well.

The company is in the process of building a Bangalore facility to house the call center.

"Apple has gained millions of new customers in the past year, and we are building a call center in India to help meet our growing service and support needs," an Apple representative said in a statement to CNET News.com.

The company stressed that it isn't cutting any U.S. jobs, noting that its ranks are growing both in the United States and overall. "Our call centers in Austin and Sacramento also continue to grow," the Apple representative said.

The iPod and Mac maker also promised that the quality of its support will not diminish with the new effort.

"This call center will be managed and staffed by Apple employees with the same award-winning service for which Apple is known around the world," Apple said.

The news was reported earlier Thursday by the Times of India, which said that Apple would begin with 1,500 people and have 3,000 workers by the end of next year. Apple would not comment on how many workers would be at the new facility.

Apple is following the lead of many other PC and electronics firms that have set up call centers in India.

In March 2005, Dell cut the ribbon on its third Indian call center. However the company has also been hit with criticism over the quality of its customer support.

In 2003, Dell decided to reroute some corporate support calls back to U.S.-based call centers, but the company has continued to expand in India.

Apple's business has been growing significantly. In the fiscal year that ended in September, Apple posted revenue of $13.93 billion, up 68 percent from the prior year.

[neolyn]

This sucks

I will be really upset if Apple makes the same mistake that Dell and
other numerous computer manufacturers did. I think Apple should
keep their support local to the people who buy their products.

[SystemsJunky]

cOOL

this doesnt matter, their support cannot get any worst anyways...

[Jonathan]

>:-(

Considering Apple's profit margins this is BS plain and simple.

[damiandennison]

when will these companies learn

Apple had a 10% chance that I would buy one of there products. If they do this they will have none. They are allot of people here that is more that able to do the support work and they would better comuicate with customers needs. WE the customers get the bad end of the stick because we will not get the type of support we are paying for.

[mahurshi]

the answer is simple... cutting costs

i understand your concerns on outsourcing of jobs, but if you look at it from a business standpoint, it works really well for the company (and, on a large scale, for both countries)

they were showing us a survey in my international business class on this sort of thing and it said that US gets something like $1.14 in return for every $1 it spends in India.

moreover, this would (hopefully) bring down the pricing for the coveted apple products which are usually quite costly.

Mahurshi Akilla

[J.G.]

Bashers aren't customers

The new Mactels and some PPC Macs are backordered. Thousands of people are on waiting lists. How can anyone think that Apple will suffer because he is not going to act on his "ten percent" chance of buying an Apple product?

Since you aren't a customer, you haven't paid Apple for anything, including support.

BTW, do you realize that your grammar and spelling are so bad that your remarks are barely readable?

[csg7]

Its our fault who want everything cheap !

"When will we learn" is a good comment only if it means knowing that this is our own fault.
We are giving away our jobs and to make ourselves feel better we blame it on other countries getting them. Those who decide to outsource are Americans too, so don't say that some country is taking away our jobs, they are saying 'thank you' to what we gift them. And why would they refuse such good money !
Our policies and mindset needs to change. We need cheaper goods everyday and so companies are left with this option or go bankrupt.
ITS OUR FAULT !!!

[schubb]

uh-uh

You are right about giving the jobs away, it isn't like they are strong-arming companies to take jobs.

However...

They can stop paying outrageous salaries and bonuses to CEO's, especially when they come out of a bankruptcy situation.
Time had an article about how many companies pay CEO's tens of millions of dollars for 2 years work, and they give them outrageous pension systems. The number was astounding but there appears to be nothing that the common man can do. And please don't say voting, if either party could come up with a candidate that had a brain, a heart , and the nerve, we might have a shot(but that hasn't happened any time recently.)

[Llib Setag]

Options for help...

1. Go to your local Apple Computer Store to the Genius Bar.
2. Go to www.apple.com & find online support or FAQ's about your issue.
3. Go to your local Apple VAR tech desk for help.

Yes...this is not a good thing to outsource your help calls to India...

Why not open a new call center in New Orleans & train / hire people who need some help?

[brettlea]

Tech support locations

Apple has had one call center in India for several years. In the last
year, Apple has also opened three call centers in the US and one in
Canada (as well as several in Europe.) Don't get your panties in a
wad over this, guys. It's just part of doing business.

[dondarko]

good point

Good point. But hey...Apple wouldn't fatten their bottom line that way. Besides who cares about NewO? Obviously not a whole lot of people since everything around New Orleans looks like hurricane just happened few hours ago.

[digitalwimp]

Already There

This isn't something that Apple is planning to do. They have
already started doing this. Bought a Mac Mini a month ago and had
some questions. Call SOSAPPL and go connected with someone
who spoke marginal english and he was the typical AOL-like
clueless that we've grown to know and love, no help at all. Asked
him if he was in India and he said that he was. This is something
that they will regret very soon.

[Earl Benser]

Damn fool idea unless....

.... Apple can find Indians who can speak American, and who
understand fully American culture. So far, companies outsourcing
to India have failed miserable on both counts, There is nothing
worse than trying to interact with a serious well intentioned Indian
who doesn't really understand a thing you say, and has no clue
about what you're talking about.

Same thing occurs with Filipino outsourcing. Hard working people
who don't really have a clue what they are doing.

[mercuryrising]

Clueless- Pleasae help

Hard working clueless people !!! Interesting !!!Can you give me a clue if you are happy or unhappy with outsourcing ? I am quite clueless but I feel its a American like you who got all the clues .

India call centers

Are we outsourcing Steve Jobs to? Will the next Apple event be in
New Delhi instead of San Francisco? If Apple gained "millions" of
new customers last year. How many are in the good ole USA?. they
don't speak understandable English over therein Indian call centers.
and to them Apples probably grow on trees. I guess our expensive
hardware and computers are only worth cheap labor to service our
machines. I for one are very unhappy with apple's future trending.

[indrakanti]

Glass houses....

"I for one are very unhappy with apple's future trending"

Rob.. I usually don't point out errors in someones English (mine isn't great either) but you definitely are not qualified to comment on anyones language skills. Look at the sentence you have posted. If that was a joke and intentional, I apologize.

[csg7]

Stick to the point man !

So you'd be okay if the jobs were outsourced to a country with understandable English, like you clearly get what a guy from England or Australia is saying ! Stick to the point man that we don't want our jobs outsourced and don't target any country. This is why rest of world hates us. I can hear you 'like i care' but you don't even realize that this attitude has now affected American lives.

[mercuryrising]

Why are you frustrated

Whats wrong with Apple having a show in New Delhi. Why are you so upset ?

I am sorry but you are correct.Apple does grow on trees in India .
As per the knowledge of people like you, 'World is us' and no other. Just step out of your room and look around .

Cheap labour is no longer cheap . It was never meant to be cheap but was as advertised by your coporations . We have equal number of talented people as you got there ( you know where I mean) and equal number of lousy people . Let us not comment on each others grammar , syntax or diction.

India call centers

Are we outsourcing Steve Jobs to? Will the next Apple event be in
New Delhi instead of San Francisco? If Apple gained "millions" of
new customers last year. How many are in the good ole USA?. they
don't speak understandable English over therein Indian call centers.
and to them Apples probably grow on trees. I guess our expensive
hardware and computers are only worth cheap labor to service our
machines. I for one are very unhappy with apple's future trending.

[nhira]

Interesting concept

Although I understand your frustration, I find your assertion that Americans speak something remotely close to English downright amusing!
We have been butchering the language for a long time now -- it's only fair that we enjoy others doing the same.
The simple truth is that neither Indians nor Americans generally speak English. Natural language tends to be laden with cultural references that don't travel very well.

Perhaps the solution is to only buy products from organizations that can actually provide support for these products?

[chassoto--2008]

I hope this isn't for US customers

Dell tried this, and we're no longer just buying Dells for our
Windows systems. Where they were leading in support, they
faltered. Now their competition is worth considering again. Let's
hope Apple doesn't fall suit.

[OS11]

US Support / Europe Support?

i used to work in Apple Tech Support and a total of 3,000 people by 2007 either spells a lot of expected growth in the next 2 years, or most all front line support currently in USA/Canda is heading east. Some is certainly for Europe, but not 3,000 since that's more of a worldwide total.

On the good side, Macs need quite a bit less support than prior to OSX, and a lot of it might be iPod support since selling 50 million a year of anything, requires more effort. Also good is these jobs aren't really that exciting, it's fun for the first year, then it's burnout time.

Lastly, the increased head count at the Apple Stores shouldn't be overlooked, hard to say how many people Apple employs there worldwide, but even if it's 40 on average per store, that's 4,800 people right there. And while Retail is not really a picnic compared to being a Phone Monkey, it's certainly more rewarding long term.

those are my 2 pennies worth of thought.

[dondarko]

Apple joins Dell

It is official...Apple has joined the ranks of Dell. Reps that don't have a clue about their customers and plainly do not care about them. As was my experience with Dell representatives that insist on being located in Texas when asked about it, when clearly they are not. Expect horrific attitudes from reps and supervisors alike. Two thumbs up for Apple. As for the 'addition' of more U.S. reps...lie. We keep exporting our jobs to India and countries alike and they keep protesting and calling for our downfall. And we keep paying for their economic expansion and improvements in living. And they still keep calling U.S. the devil. Steve Jobs should move to India along with its staff. Same goes for any company that outsorces.

[vagmi]

let me inform you that you people(U.S) are not doing any charity for other countries in the world. Companies pay for the service they get from other countries. Your comments shows lack of confidence and insecurity.
Do you know how many Indian brains work in night shifts to serve your needs. Reversing our biological cycle, taking food at irregular timings, sleeping for hardly 4 to 5 hours a day. Show some humanity.

We respect Americans, English is not our mother tongue. you may find difficulty in understanding our accent but have you ever thought how hard it is when a dumb customer calls(70% of them are) and we need to troubleshoot over the phone. Its a one call for you but we should take around 50 to 60 calls on an average. We are professional we wont comment about our customers. Sorry if i am rude and if you find any mistakes in my English.

[conshus1]

At the risk of sounding Naive.....

Does it really matter where the Support center is.... I have been
using Apple Products for years and have yet to call in for
support. Most of the time Apple support forums online are
sufficient and more recently I just Google my issue and usually
get good results. Calling in for support is a last resort, trust me,
with a little initiative most issues can be addressed with the web
and a couple of mouse clicks.

However if you want to talk Economics, Politics and the
outsourcing of American Jobs.....that is another story for another
forum....

[someguy389]

Why's that?

I have no particular feelings about whether it matters where my call center is. On the one hand, I understand why people would rather speak with someone free of thick, unfamiliar accents, but on the other hand you're not guaranteed of that with domestic call centers either.

What I'm really curious about is why you think the economic and political aspects of the discussion don't belong on this particular forum. This is a business decision after all, made by a significant US firm. It's nothing but economics.

[jerry_morris]

Another one bites the Dust!

It would appear that Apple has not learned. After many other
companies (Dell Verizon...) out sourced parts of their business to
India, they had to reroute some the calls back to the US. At times I
have called in for technical support and had no problems. At other
times it has been maddening. Over all, I would like to make one
call and not have to be bounced all around.

[Dale Sherbourne]

Ain't gonna buy no more apples

that's 3000 jobs that are being shipped over seas I say they
shipped the wrong Jobs over seas maybe when he goes their to
visit his money he can stop off and visit Mr Jackson another refugee

[Dale Sherbourne]

Ain't gonna buy no more apples

that's 3000 jobs that are being shipped over seas I say they
shipped the wrong Jobs over seas maybe when he goes their to
visit his money he can stop off and visit Mr Jackson another refugee

[zmonster]

NO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

PLEASE, NO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Apple, before you decide to go down this disastrous route, try
the following:

Call SonicWall.com support. Wait 15-30 minutes for someone in
India to pick up. Spend the next 30 minutes navigating around
the necessary language and cultural barriers until the clueless
person in India _finally_ understands your question. Then, try
not to jump out the window when their first response is: "Please
hold while I open the user manual on my screen". Next, even
though you asked a _specific_ question, be prepared to hear the
most general answers in the world, ranging anywhere between
"Have you checked our FAQ document yet?", to "Have you tried
rebooting your hardware?"

Apple, please, NOOOOOOOOOOOOOOOOO! There is a huge
problem when YOU know more than the "support" person you
are talking to. In my roughly 10 calls to India tech support, I
have yet to be connected to a person who knows more about
technical issues than my mother, let alone me.

- Eric

[Earl Benser]

Damn Betcha!!!!

.... It's far more truth than any outsourcing company wants to hear,
but it's real. Add BellSouth to the list, and to a degree, HP. It
quickly gets me to the point where customer service, once
outsourced, is totally worthless.

[DatabaseDoctor]

Is cost cutting all that matters?

I wish SJobs would remember how it all started... some American kids in their garage... while the statement tells of no American jobs lost and growth in the American call centers, wouldn't there be MORE growth in AMERICA if ALL the jobs went to AMERICANS? With all the supposed cost-cutting from corporate mergers, downsizing and such, it would be nice to see an AMERICAN company put ALL its efforts into making AMERICA a better place. Apple, Mr. Jobs, please reconsider. Listen to all of us who have to deal with foreign support... the hassle, the language barrier, the scripting and no help whatsoever... Please keep AMERICANS working. Put all of your support help where you started. Give OUR kids a chance.

[DatabaseDoctor]

Is cost cutting all that matters?

I wish SJobs would remember how it all started... some American kids in their garage... while the statement tells of no American jobs lost and growth in the American call centers, wouldn't there be MORE growth in AMERICA if ALL the jobs went to AMERICANS? With all the supposed cost-cutting from corporate mergers, downsizing and such, it would be nice to see an AMERICAN company put ALL its efforts into making AMERICA a better place. Apple, Mr. Jobs, please reconsider. Listen to all of us who have to deal with foreign support... the hassle, the language barrier, the scripting and no help whatsoever... Please keep AMERICANS working. Put all of your support help where you started. Give OUR kids a chance.

[Mendz]

Huh?!

(while keeping your upper and lower teeth together, speak fast with a pitched modulated voice)
Good morning. I am your American helpdesk officer. My name is Noo... I mean Jack. What can I do for you? ... U-hum... Hmmm... You wanna but a watch? No? DVD, DVD?

Joke... :-D

Nothing wrong with the plan I guess. At least there's a call center to begin with...

[mercuryrising]

Dont worry the world is turning

"Hello this is call center for XYZ . How may I help you "

"I am sorry , I do understand English . Do you know any of the Indian languages? "

"UMM guess no. I do not know any Indian language"

" Even your English is not Indianised. I wonder why they set up call centers in US to service Indian customers "
"I am sorry .We do have accent neutralization training but I am finding it difficult to talk like an Indian"

" Damn it . I will never buy XYZ's product. Pathetic call center support"

I can't believe that Apple is going down, too!

I have been using Dell for years and got so completely fed up with the POOR and marginal service through the Indian call centers, that I just ordered the new 'Mac Pro' laptop with the idea of shifting from Dell completely! ...And now, I learn that Apple is going down the same bad service path!

Given the premium price I am paying and the software shift sacrifices I am having to make, I am really wondering if it was worth it to shift back to Mac. I have ordered but not yet taken delivery on my new Mac, since this poor service issue was literally my primary reason for shifting back - needless to say I am feeling pretty disgusted by the move and beginning to think I will not take delivery on my new Mac Pro laptop.

This is really a bad business decision by Apple.

[zhil]

Did you not read the article... They are NOT opeing the center in India...

The article says they considered opening starting a call center for support in India, and they have now decided against it... Apparently you have not read the article...

Still, having recently purchased a MacBook, I am glad they are not outsourcing this kind of support.