Dell has brought some technical support work back to the
US after corporate customers complained about the quality of
service they were receiving from workers in other
countries.
The company has shifted technical support to centres in
countries such as India, but complaints about the quality of
technical support have caused the company to move support for its
Optiplex desktops and Latitude notebooks back to US call centres in
Texas, Idaho and Tennessee, among others, said Dell spokesman Jon
Weisblatt.
"Corporate customers were telling us they didn't like the level
of support they were getting, and in the normal course of business,
we made some adjustments," he said.
Dozens of US companies have set up technical support and
software development centres in India, China and other countries to
cut costs. Some US workers and politicians fear companies will move
all types of back-office jobs outside the US permanently, forcing
workers to seek new types of employment.
Dell appears to be one of the companies to move jobs back to the
US after customer complaints. Weisblatt was unable to cite a
previous example of support calls moving from other countries to
the US, and did not provide a time frame in which Optiplex or
Latitude support calls from US corporate customers would behandled
by US call centres completely.
Support calls for other products, as well as consumer support,
will still be handled by one of Dell's 20 global call centres,
based on capacity, he said.
Tom Krazit writes for IDG News
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