Call Center In India - Call Center Industry in India
Monday, November 24, 2003
Dell reroutes tech support out of India

AUSTIN, Texas, Nov. 24 (UPI) -- Dell has rerouted corporate technical support from its center in India to facilities in the United states because of customer complaints.

The Austin, Texas, computer maker said technical support for the Optiplex desktop and Latitude notebook computers will now be handled at facilities in Texas, Idaho and Tennessee.

"It's a re-distribution of tasks and calling queues," a Dell spokesman told the Wall Street Journal.

"Corporate customers were telling us they didn't like the level of tech support they were getting" from Dell's facility in Bangalore, India, the spokesman said. He did not give specifics of the complaints.

The switchover, first reported by the Austin-American Statesman, is not expected to cause layoffs in India because home PC users will be routed to the Bangalore call center.

Brooks Gray, of Technology Business Research Inc., a Hampton, N.H., market research company that tracks customer support, said Dell customers complained of language problems and delays in quickly reaching senior technicians.

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