Dell Support Outsourcing a Failure

Dell recently moved support for several of its business lines back to the U.S. after a customer relations disaster. Dell claims this was a result of "the volume of calls generated by the rapid growth of those product lines." However, if it's cheaper to offer tech support over seas and off shoring made sense a few years ago when the computer industry was growing its fastest, why does the model not scale now? In fact, Dell customers who purchased consumer models (most home owners and small to mid sized businesses) will still be calling over seas. Best line in the article: "We consider IT a core competency." If that's true, then why do Dell customers have to replace their own mother boards?

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