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.
"Customers weren't satisfied with the level of support they were receiving, so we're moving some calls around to make sure they don't feel that way anymore," Weisblatt said.
He would not discuss the nature of the dissatisfaction, but some U.S. customers have complained that Indian support operators are difficult to communicate with because of thick accents and scripted responses. Dell is one of a number of high-tech companies that has in recent years moved jobs offshore to India and other developing nations for the cheaper labor, which in Dell's case helps keep down the cost of providing round-the-clock support.
Corporate customers account for about 85 percent of Dell's business, with only 15 percent coming from the consumer market. Consumer callers won't see a change in technical support, Weisblatt said, and Dell has no plans to scale back resources at the Bangalore call center.
Worldwide, Dell employs about 44,300 people. About 54 percent are located abroad. Among Dell customers dissatisfied with the company's use of overseas labor is Ronald Kronk, a Presbyterian minister in Rochester, Pa., who has spent the last four months trying to resolve a miscommunication that has resulted in his being billed for two computers.
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News source: eWeek - Dell Closes Overseas Call Centers
