Dell opens India call center

Michael Dell looks on as Amrinder Singh, chief minister of India's Punjab state, cuts the ribbon to inaugurate a call center in the city of Mohali that will employ 1,500 people. The chairman of PC maker Dell sports a traditional red tilak mark on his forehead. (March 21, 2005)

Credit: Prakash Singh/AFP/Getty Images

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Just like Dell, bottom line first, Quality second.
As is reflected in the recent quality of Dell systems. Dell is following a pattern of the lower quality systems companies...cutting corners. Anybody that has ever reached one of these call centers knows that the person on the phone is reading from a script and is not usually of much help. Dell had done this in the past but then after complaints reversed it's strategy. Now I guess they just don't care.

Fred Dunn
Posted by fred dunn (772 comments )
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things might have positively changed!!
Can't say that! Although it had been a failure for a lot of companies, a big percentage of those people are still running call centres from India. They learnt from their experience.... they developed flexible processes and made sure the people who work for them are trained to the minimum level of the users that are expected to call them for help. This can be the case with Dell as well.

Cant blame the poor indian guys either. Had they been trained enough.... it would have been better. Still a lot of companies, especially those who go by the expenditure figures, fall for it, with out thinking about training or selecting good quality support staff. They just open the doors of an auditorium, with the a big banner reading... "walk in interview... no experience required. open from 9:00am to 5:00pm"

Anyways.... 80% of the companies in US and Europe can't be that "least bothered" about their customers, unless until they badly want to loose their share of customers in the current highly competitive market.
Posted by (2 comments )
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HOLD ON FRED!
I WORK for 1 of those tech support places in Dell, and have you thought that if people don't want to spend a lot on their entry level computers, the company has to make it cost effective, if you want to spend the big bucks get a big system with a nice contact you will get in touch with me or 1 of my 3000 co workers in the gold department of tech support.
Posted by (2 comments )
Link Flag
Just like Dell, bottom line first, Quality second.
As is reflected in the recent quality of Dell systems. Dell is following a pattern of the lower quality systems companies...cutting corners. Anybody that has ever reached one of these call centers knows that the person on the phone is reading from a script and is not usually of much help. Dell had done this in the past but then after complaints reversed it's strategy. Now I guess they just don't care.

Fred Dunn
Posted by fred dunn (772 comments )
Reply Link Flag
things might have positively changed!!
Can't say that! Although it had been a failure for a lot of companies, a big percentage of those people are still running call centres from India. They learnt from their experience.... they developed flexible processes and made sure the people who work for them are trained to the minimum level of the users that are expected to call them for help. This can be the case with Dell as well.

Cant blame the poor indian guys either. Had they been trained enough.... it would have been better. Still a lot of companies, especially those who go by the expenditure figures, fall for it, with out thinking about training or selecting good quality support staff. They just open the doors of an auditorium, with the a big banner reading... "walk in interview... no experience required. open from 9:00am to 5:00pm"

Anyways.... 80% of the companies in US and Europe can't be that "least bothered" about their customers, unless until they badly want to loose their share of customers in the current highly competitive market.
Posted by (2 comments )
Link Flag
HOLD ON FRED!
I WORK for 1 of those tech support places in Dell, and have you thought that if people don't want to spend a lot on their entry level computers, the company has to make it cost effective, if you want to spend the big bucks get a big system with a nice contact you will get in touch with me or 1 of my 3000 co workers in the gold department of tech support.
Posted by (2 comments )
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Best Dell tech support I ever had- Call center in Chandigarh
I had occasion to use Dell tech support yesterday and received the most efficient resolution to my printer problem. But what really impressed me was the friendly and courteous manner of my Dell Representative, whose name is Shweta.
While we were waiting for files to download, I asked if Shweta was in India. From there, until the file download was complete, we had a wonderful discussion about books. I, of course, initiated this, but was delighted to communicate with someone half way across the planet in a friendly exchange I found most enjoyable while having my printer problem fixed with expert efficiency.
Posted by luciacovelli (2 comments )
Reply Link Flag
Best Dell tech support I ever had- Call center in Chandigarh
I had occasion to use Dell tech support yesterday and received the most efficient resolution to my printer problem. But what really impressed me was the friendly and courteous manner of my Dell Representative, whose name is Shweta.
While we were waiting for files to download, I asked if Shweta was in India. From there, until the file download was complete, we had a wonderful discussion about books. I, of course, initiated this, but was delighted to communicate with someone half way across the planet in a friendly exchange I found most enjoyable while having my printer problem fixed with expert efficiency.
Posted by luciacovelli (2 comments )
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