Call Center In India - Call Center Industry in India
Thursday, November 27, 2003
 
Dell to bring some jobs back home

AUSTIN -- In a surprising about-face, Dell is returning some technical-support jobs from India to the United States.

The new U.S. employees will provide phone-based tech support for business customers. Dell employees in India have been answering some of those calls. Calls from individual customers will still be routed to call centers in India.

"We felt a little noise and angst from our customers, and we decided to make some changes," said Gary Cotshott, vice president of Dell's services division. "Sometimes, we move a little too far, too fast."

Dell's reversal comes as many U.S. companies are rushing to outsource operations to Indiaand other nations with low labor costs. It suggests the savings some achieved by moving jobs overseas may sometimes be outweighed by the cost of antagonizing loyal customers.

It's unclear how many jobs the move might create in Central Texas, where Round Rock-based Dell operates several call centers for tech support and sales and employs 16,500 people. Dell's other U.S. tech support call centers are in Nashville, Tenn., and Twin Falls, Idaho.

Dell was among the first large U.S. companies to move tech-support jobs to cheaper call centers in India when technology spending plummeted three years ago. The list now includes Intel Corp., Microsoft Corp., Hewlett-Packard and Computer Sciences Corp.

English-speaking Indian workers are highly educated but earn a fraction of American salaries. Some customers have complained they can't understand Indian workers because of their accents and that tech support workers rely too heavily on scripted answers.



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