Today comes news that Dell is opening their fourth customer call center in India.
My first reaction is a visceral one. Dell's customer service problems with relation to their India call center operations are legion. They've been afflicted with these issues for years. Among the complaints: unempowered reps, customer service agents that read from scripts, inconsistency of service quality between one agent and the next, unfamiliarity with Dell products, and language difficulties.
I have this problem with a U.S.-based company taking American dollars from American consumers, and the first time those consumers have a problem, shunting their calls to an outsourced service center that takes jobs from some of those same Americans.
One would have suspected that by now, Dell would have heard the complaints and either halted the growth or scaled back on offshored customer service. Yet with this announcement of yet another low-cost phone center, they are proving they are a combination of tone-deaf, arrogant or care more about their stock price than their customers.