Posted on 04/29/2005 3:12:08 PM PDT by Salo
Dell's India staff will swell to more than 10,000 workers by year end, as the company fills out call center and software development roles.
To hit the 10,000 mark, Delli will need to hire between 2,000 and 3,000 workers over the next 8 months, CEO Kevin Rollins told reporters in Bangalore, according to numerous media reports. Despite push-back from customers and some employees, Dell has been relentless about offshoring customer support work. It currently employees far more staffers outside of the US than at home.
Should Delli hit the 10,000 mark, then its Indian operations would account for close to one-fifth of the company's total workforce.
Rollins blamed past Indian support failures on an over-zealous management and not workers who had yet to master a Texas twang. Dell was forced to bring some of its support operations back home after complaints.
"Then, we were doing too much, too fast in too many places. We had to prioritize and refine," he told the reporters.
Now, however, the company is prepared to return Bangalore to its full offshored support glory. Dell, no doubt, has created a more "refined" system for handing out American names to its Indian staff and for teaching them phrases like, "Ya'll call again, you hear" and "Damn, son, you talk faster than a rancher moving beef at auction."
Sources told The Register that Delli informed staffers in Nashville of its decision to offshore consumer technical support to India earlier this month. Close to 500 people have already had their jobs sent to Bangalore, according to the sources. Those who wish to discuss the matter more can travel over here.
Tech ping.
And they absolutely REFUSE to possibly admit they make mistakes. It's always a problem on your end.
Based on the conversation that I had with a support tech named "Padma" last week...I thought they had already gone to India?
The benefits of the Empire just keep on giving.
Their answer is ALWAYS "reinstall windows". Of course that will usually work but it's rarely necessary. They don't think, they just read from a manual and tell you what it says to say.
Dell Indian Tech service is an adventure in hell. Absolutely the worst imaginable.
This is after our genius of a former Mayor (now Governor) gave these rats tax breaks to lure them to Nashville. I wish we could outsource some of these rotten politicians as well. I'll never buy anything Dell, for this reason alone. I'm not going to speak with someone who can barely speak English about a tech problem again. It's infuriating.
And they absolutely REFUSE to possibly admit they make mistakes. It's always a problem on your end.
---
Heh.. Sounds like dogbert tech support to me. :)
I wish we could outsource some of these rotten politicians as well.
---
Elect sKerry or sHillery and that is what you will have, political insights of the world being forced on us. (e.g. pass the global test thing)
I love my Dell computer but this is getting ridiculous.
I called them about my printer last summer and asked where they were located. Most were in the Phillipines.
I don’t know… I handled the tech-support calling and stuff after my mom’s HP got hit with some sort of virus a year or so ago. (The one that made it continually reboot.)
I found both the initial guy I called (decided to try something other than what he suggested – which was a reinstall from the hidden HP partition) and the girl that answered my call the next day to be polite, knowledgeable (yes, I know they read the questions from a script) and understandable.
Quite frankly, I found them way more understandable than the Ebonics-speaking American citizens I had to deal with every day in Oakland. But that’s just me, I guess.
It doesn't matter if I'm at work or home, if I call a support person that sounds foreign, and I can't understand them even even once, I ask to be transferred immediately (without waiting in another long queue with music, because I've already been THERE) to talk to someone I can understand. I deserve at LEAST that from someone I expect to be able to resolve my issue. Especially if I've paid for software support with the price of a product.
I don't disagree. But, I'll say this: Bush is VERY disappointing to me when it comes to sending the jobs overseas, and allowing the illegal aliens to come here. WTF can we do, when these idiots are our options.
And this is part of why I'll never buy a pre-packaged computers again. Build your own -- it saves you money, you get more quality, and you get enough technical know-how to solve your own computer troubles.
"Dell Indian Tech service is an adventure in hell. Absolutely the worst imaginable.
I, of course, meant computer. Subject-verb agreement for the win.
Patel Dell from Dellhi.
BUMPMARK
"Quite frankly, I found them way more understandable than the Ebonics-speaking American citizens I had to deal with every day in Oakland. But that’s just me, I guess."
I have worked in three different call centers/repair depots. I have done support for Dell, IBM, Toshiba, and Time Warner/Roadrunner.
I know this is going to get me flamed but I have to speak out on this from much first-hand experience. At the call centers I worked at, the employees were the bottom of the barrel. Turnover was constant. The were unskilled, untrained, undeducated, and unmotivated. People were constantly and purposely giving customers wrong information just to get them off the phone. I heard so many lies told to customers that it was just sad. Stream (a support contract)was thinking about changing insurance providers that required drug testing but decided not to when it was evaluated that Stream Memphis would lose 80% of it's work-force if drug testing were implemented.
For those of you who have never done tier 1 support, picture that lazy girl at McDonalds who can't even get your order right, and then picture her trying to work on your PC. What was not uncommon to hear the trainers in the training room explaining what "right-click" was to new employees or what a "taskbar" was. One guy I spoke with didn't even realize that Microsoft was the company that made Windows. He thought Microsoft and Windows were two different programs. If you are lucky and I mean LUCKY, you may get a person on the phone who actually wants to help you. That's who does your tech support in the US. I have worked at 3 centers and all were like this.
You think it's tough understanding Indian tech support? Try deciphering the ebonics Shanikkerea is throwing at you. You will be begging to be routed to the Indian call center where you at least recognize some of the words and they will likely at least be civil to you.
In a Dell/IBM repair depot I was at, me and one other guy carried over half the repair numbers for our line. There were 12 people on our line. We did more work that 10 other people, literally.
I cannot begin to describe the level of incompetency, sloth, and just plain ignorance in the call centers that I had the displeasure to work in.
I'm pretty sure anybody who has worked in these places completely understands why they went to Inda and such. I sure do.
Disclaimer: Opinions posted on Free Republic are those of the individual posters and do not necessarily represent the opinion of Free Republic or its management. All materials posted herein are protected by copyright law and the exemption for fair use of copyrighted works.