Dell Nixes Indian Customer Support

Thanks to Patrick for the link.

“Dell admits it has "learned its lesson" after being forced to drop its Indian call center last year following customer complaints about the quality of service.“ [1]

Another offshoring failure proves that we don't need laws to stop companies from offshoring. Global competition is a good thing. The best way to prevent offshoring is by providing higher quality services than the offshore companies.

[1] http://news.com.com/2100-1001_3-5182611.html?part=rss&tag=feed&subj=news

3 Comments

  • I completely agree, my argument on this subject has been one of free market economics. Capitalism will like a river, always form the most efficient path. Dell tried one direction but the market told them it was not going to work so they changed course.



    Chalk one up for the free market :)

  • I never said anything about innovation being the key here. The key was that the Indian's couldn't provide the level of service that Dell's previous support department could. You say the issues are simply accents and poor integration. Wake up and smell the coffee, the language barrier and poor integration across the Atlantic (due to time differences, etc.) are two major issues when offshoring IT as well. Maybe they will go away with time, but in order to do so, all these workers will have to invest heavily in language training and force their workers to work nights. These extra burdens alone are significant regardless of the innovation taking place. Additional training costs will mean increased rates and study after study has shown that people that work nights are rarely as productive and are seldom happy workers. Hell, a huge percentage of IT offshoring doesn't require any innovation or competition on the part of the company doing the work, it is just "implement these specs" or "build this app." As such, providing higher quality service is a HUGE issue.

  • Everybody, in one level or another, is racist. ,

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