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Dell Moves Call Center Back to US
alphakappa writes "Fox reports that Dell is moving its call center operations for the Latitude and Optiplex computers back to the US from Bangalore, India after an onslaught of complaints from dissatisfied customers who couldn't cope with the differing accents and scripted responses. Is this the beginning of a trend where companies recognize that the quality offered by relocation to cheaper centers around the world doesn't result in customer appreciation and better quality?"
after an onslaught of complaints from dissatisfied customers who couldn't cope with the differing accents and scripted responses.
Sounds like most call centers in the US!
I don't know what is more disheartening. That there are people like you, or that there are people who moderated your flaimbait, insightful.
If Americans are complaining they can't understand an Indian-English accent, then what is the difference if Canadians can't understand an American-English accent, if it isn't the one that is found in Hollywood?
Saskboy's blog is good. 9 out of 10 dentists agree.
No, it's just very VERY unprofessional looking. If your comapny can't get the english in simple dialogue boxes right, what else are you going to screw up?
You need a FREE iPod Nano
Of course they're not coming back! Anyways, what's more difficult? Trying to understand an Indian, who in all probability is academically qualified, speaks English well and is technically sound (all necessary qualifications for him to beat the competition and get a job at a call-center) or for the said Indian employee to understand some hillbilly calling from the deep South, short on patience and intelligence with enough oil money or an income-tax refund to go and buy a computer he knows nothing about. Sure if the dude on the other line doesn't talk like he's from Nowhere, Texas or Mississippi he's going to complain about service - focussing not on the fact that the rep's trying to help him but that he kayn't unduhstaind him. Arrogant Americans! You want the whole world to speak in your tongue? At least the Indian rep wouldn't mutilate the language like some Americans do. Oh, but of course, you don't speak English...sorry! Bunch of whingers...
In the US we stress problem solving above all else
Then why do so many Americans completely freeze up whenever independent thought is required? If you trace how people are socialized (not just in the US), a lot of people simply do what their daddy says or their pastor says or what their boss says or what the good ol' pres of the USA says. Many people are just like sheep, only less intelligent.
Healthcare article at Kuro5hin
You got it backwards. Ignorant/stupid/lazy(pick one) end users will always pick NO. They are too afraid to change anything and they don't read. Have you never had a user that clicked NO to the question; "Windows was unable to connect to your networked drive. Would you like to reconnect in the future?" I can't tell you how many peer to peer clients I've had to go a remap drives for because they didn't clearly read that question. They answered NO because they thought that was the answer that would change nothing. I had some clients that I wrote "Fix it" batch files that reconnected the drives.
Slashdot, home of supporters of free software, free music, and free speech.Except for Moderators that disagree with you.
Business is about producing products, selling and making money. Since when do we need all the kissy touchy stuff?
It sounds like this flying around the world to meet the person, "hang out, crunch numbers, drink/eat, whatever. Bond first," is taking the savings of time and money out of the offshoring scenario. If you're in the same office...you grab someone, or call a quick meeting...get things situated, and then back to work.
It seems if all this work is needed to make 'remote' management of offshore outsourced labor work....you're not really saving at all...just spending time and money on travel, courtesies, and getting to bond with people, that could be better spent keeping local people employed, and the money in your OWN economy.
Light travels faster than sound. This is why some people appear bright until you hear them speak.........
Well now pardner, you must be one them old boys from Back Easy a ways, eh? Got a little hitch in yer giddyap 'bout us Texans then, huh?
What burr crawled up your britches and set your saddle on fire? You know a good coating of that there Preparation H can cure most things 'cept a bad temper-ment.
Didja hear the one 'bout the Yankee and the Texan at the parade?
Seems the Yankee came down to see a Rodeo parade ther in Austin see, and he got hisself all ready to stand there and watch as the procession rode by.
Well, the old Texan takes a look at him and sees that Yankee sitting there (he has to be a Yankee, cuz only a Yankee would wear a bowler to a damn Trail Ride parade) and notices he got him a dog on a leash there.
Natch, the Texan being all friendly, looks over at the Yankee and asks him: "Say Mister, what kinda dog you got there?"
The Yankee just looks down his nose at the Texan and let out a big "Harumph!" like he figured that there Texan warn't worth talking to.
Well, the Texan, he didn't particlarly like that see, so he asks him again: "Say Mister, I'm a talking to ya, what kinda dog is that?"
Well that thar Yankee, see, he was just all kinds of mean see, so he looks over to the Texan and he says: "Well, I tell you, he is half son-of-a-bitch and half-Texan, that's what he is."
Well, that made the Texan glad then, see. He turned to the Yankee and said:" Well now, I guess that makes him kinda related to both of us, don't it?"
BTW: This is called humor, and should be taken as such. The way I originally heard it told was from Justin Wilson in Dan McClusky's and the part of the Yankee was played by a Texan and the Texan was played by a Coon-Ass (Louisana Slang for Cajun:someone from South Louisiana of French descent who has adopted the Acadian lifestyles and manners and probably lives on the Bayous eating Crawfish and Shrimp, loving their red beans and rice, Cheyenne Pepper, Heinz 57 sauce and speaking French with a Spanish inflection).
Of course, most Americans don't know the Emeril Lagasse was a transplant and not a native of Louisiana. Real Cajun food is something to appreciate and enjoy.
Oh yes, I can speak regular English without an accent too. I only slip back into "country" mode when I go back into the rural areas of Texas.
All Ad hominem replies happily ignored as the sender shall be deemed to lack the faculties to comprehend the equation.
We're under no obligation to help the rest of the world, but, in many cases we do...both for charitable and humane reasons...and also for our profit and interests.
But, any govt. is supposed to look out first for its own people.....priority number one. All other countries interests are secondary.
Until, God forbid, there becomes one 'World Government', there WILL be local econmies that intereact with each other. But, it is not one global economy.
Light travels faster than sound. This is why some people appear bright until you hear them speak.........
That guy must be still a student.
Or an exec...
Obvious exits are NORTH, SOUTH, and DENNIS.