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Dell, Inc. (NASDAQ: DELL) said yesterday that it will sell a 900-person customer support call center in El Salvador to an outsource company that handles support for large global corporations. Stream Global Services, Inc. will take over the customer support center as Dell continues to find ways to slash costs as much as it can.Stream Global indicated that it will enhance the center to handle upcoming support needs from emerging Latin American markets. My question is this: is Dell once again having an identity crisis about running its own support organization? After all, this is the company that outsourced some U.S.-based support to India a while back, an effort that fell flat on its face. Yes, there is a difference between support centers in India that take care of U.S. customers and Latin American support centers taking care of Latin American customers.
Still, Dell should once and for all just outsource global support for its consumer product lines and call it a day. But wait a minute -- isn't the consumer market the one Dell has used in the last 18 months to claw its way back to growth after discovering consumer retail sales were a sales holy grail? Yes it is. And there are some heavy competitors in the commodity PC business these days, along with a market share-grabbing Apple, Inc. (NASDAQ: AAPL) to deal with. At this time, Dell, did not have any comment on the possible sale of other global call centers. The company probably does not know what it wants to do. It wouldn't be the first time.
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Reader Comments (Page 1 of 1)
10-22-2008 @ 7:18AM
Virgil Bierschwale said...
I've been involved in the computer business since 1984 and every time in the last 15 years or so that somebody would ask me what brand to buy, I would say buy dell as I've never had no problems with them.
And I still havent.
The problem is that the people buying dell on my recommendation are not computer literate and occasionally they have operator problems.
Problem is, they get very aggravated buying something that they think is American and then when they call support, they get somebody around the world that they can't or arent willing to understand.
So, it is no suprise to me that Dell is going the way of the other corporations that choose to send their most important work overseas.
You're probably wondering how I figure this is their most important work.
Its very simple, you get one chance to make a positive impression on your customer. You mess it up, you don't get another.
Dell has been messing it up a lot lately as have others.
Virgil
http://www.KeepAmericaAtWork.com