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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?"
Here's a great article originally in the Hindustan Times about a perplexed Indian visiting the states.
I worked TDY in our reservations center in London (for my former employer, an airline) and was asking the lady to give me her address so we could mail the tickets. And she said "two ten" and I said "two ten what?" and she said "two ten!" and I said "two ten what?" and she "Tooting! It's Tooting you idiot!"
If you want a REALLY hilarious article regarding cultural differences and language confusion read Jesus Shaves by David Sedaris.
No!
Next stupid question please.
That was classic intercourse!
Our call center is in Bangalore just like the Dell one. The company that runs it is called Convergys. I went to their website and they are "proud to be an ethnically diverse company" I guess that means they have Hindus, Sikhs, and Muslims answering the phones.
I think Dell would greatly benefit from the resourcefulness of the Open Source developer community. Their attention to detail, cost-effectiveness, and pleasant speaking manner would be the key for Dell to transcend its shackles of corporate mediocrity and raise like a Phoenix, and overtake IBM as the leading hardware manufacturer state-side.
Studies have proven time and time again, that consumers want to have well-researched answers to their problems and wish to do away with the immediate gratification of having their problems addressed right away. By allowing the Open Source developers discuss Dell client's issue publicly in a forum, an ideal solution will be found every time. The consumer will be able to appreciate the horizons that open before him as they install Debian or Gimp for their home office.
Only when we clear the backlog of H1 Visas can be adequately address the shortage of labor in our nation, especially for lawyers and politicians.
Wearing pants should always be optional.
I for one welcome _back_ our call center overlords!
Now when I call to get support for my laptop I can't swap receipies and get those authentic spicy Indian dishes!
On the bright side, I won't have to think Apu offering me a squishy while I'm asking them to repeat theirselves for the 8th time.
Hello and thank you for calling Dell!
Here at Dell, we care about our customers and have changed our menu system...please listen closely.
To speak to a guy from Calcutta who will have problems giving you scripted answers to the simplest problems, press 1
To speak to some dope from Texas who will handle your problem like a bucking bull at a rodeo, please press 2
To speak to your average nerd who will solve your issue in the most condescending way possible, please press 3
well if the "error" dialog reads
"Thank you, come again!"
It might just be too comical to even try and get work done.
WTPOUAWYHTTOTWPA
What's the point of using acronyms when you have to type out the whole phrase anyways?
Does the primary language of the person who programs your dialog boxes really matter?
Let's see:
"Are you sure you want to delete this file?"
Or:
"Sure are you would enjoy this file to remove?"
Yes. Yes it does matter.
- Tony
Most of the rest of the world has problems with the American accents, of which there are serveral that sound nothing like the English spoken in my parts of Canada. When we say 'about' they hear aboot, because they are used to the oo sound being an ugh sound.
"Rebught yughr comughter now."
Saskboy's blog is good. 9 out of 10 dentists agree.
Now that you mention it, probably not... I mean even if
This application has generated an error and will now terminate
got switched to something like
Your application is full of eels
I end up with about the same amount of useful information.
Blockwars: multiplayer, head to head, and free
"They do not preach that their god will rouse them, a little before the Nuts work loose." Kipling, 'The Sons of Martha'
Doesn't it make you feel good to know that our freedoms are protected by politicans, lawyers and journalists.
According to that commercial where the interns accidentally shut off the lights during one of their zany misadvantures, Dell's call centers are in the USA. I knew I couldn't trust those interns!
You mean we're gonna call off offshoring CEO positions? Damn.
the preceding comment is my own and in no way reflects the opinion of the Joint Chiefs of Staff
There is a new next generation all purpose call center (currently beta) working here.
Support: Hello. I am XXXXX. How can I help you?
Customer: I have a problem with my notebook.
Support: Why do you say your notebook?
Customer: Because i bought it from you.
Support: Do any other reasons not come to mind?
Customer: No
Support: You are being a bit negative.
Customer: The notebook isn't working.
Support: Please go on.
Customer: Suddenly yesterday it stopped working.
Support: Please go on.
Customer: What shell i do now?
Support: Does that question interest you?
Customer: Yes!
Support: You are sure?
Customer: Very sure
Support: Please go on.
Customer: Will you replace the system?
Support: Oh, i replace the system.
Sounds like a typical hotline to me....
Regards, Martin
Looks like they might encounter the same problems
I ordered a motherboard on a Monday to replace a dead one. That Wednesday, I got a call from a person with a thick Indian accent, who attempted to upsell me to the retail version rather than the cheaper OEM version I'd ordered. I still didn't have a UPS tracking number by Friday, so I contacted them via their live chat.
This is classic, and unedited except to get past the lameness filter and that I've taken out the company name and my order number to protect the clueless and the obnoxious. (You get to decide which is which):
CHAT TRANSCRIPT
---------------
Please wait for a site operator to respond.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.
You are now chatting with 'steve'
steve: xyz.Com Welcome to xyz.Com Live Chat Support. It will be my pleasure if I can be helpful to you.
Computer Peripherals at xyz
you: Hi, I'm looking for status on order xxxx, to be shipped by UPS. I don't have a tracking number yet.
steve: Just hold on please let me check the details
steve: I have check status of your order. Your order has been authorized and scheduled for picking. Means it is in inventory for picking and then off to shipping department. In case of no delays in inventory department (Like back log or order reaches there past cut off time), your order will be processed and sent to shipping department. We would send you the tracking number as soon as your order is shipped. In case if it does not show any result, you may try to track your order from our website.
you: So what you're saying is that someday someone might get around to sending the item....
steve: As soon it would be send to the shipping department you will receive it in
steve: about to 24-48 hours
you: But you can't tell me how long it will take to get to the shipping department.
steve: It will go to the shipping department today itself
you: So I should expect the motherboard on Monday?
steve: It will be soon in your hands after 24-48 hours after it is sent to the shipping department
you: Which you said will happen today.
steve: yes
you: I'm sorry, I don't understand then why it's uncertain when the product, which I'm paying to have sent overnight, will arrive.
steve: sorry for the inconvenience that may caused to you
you: Can you help me understand what could keep the product from arriving on Monday?
steve: We regret for the inconvenience
you: Does that mean, "no?"
steve: Sorry,as we don't ship the orders on weekends you would get your order by monday
you: Did you mean to say I *won't* get the order on Monday?
steve: It would be soon shipped to you by monday
you: Okay, we're closer to a real answer. But when you say, "by Monday," do you really mean "on Monday?"
steve: Yes steve: We deeply regret for the inconvenience
you: Please don't say that again.
you: So as I understand our conversation, you expect the product to reach shipping today, be shipped on Monday, and thus I should expect receive it on Tuesday?
steve: No, it would be shipped to you on monday
you: When you say "it would be shipped to you on Monday," do you mean that UPS will pick it up from you on Monday or that it will reach me on Monday?
steve: No, it would be shipped to you on monday
you: I desperately hope you are a computer and not a person. Could you rephrase your answer in a way that actually answers my question?
steve: I am not a computer
steve: I am a person
you: I'm sorry if I offended you, but I'm having a difficult time figuring out when I should expect to receive the product. Since I'm paying to have UPS overnight it, and since you seem to know when it's being shipped, could you tell me what day it will arrive?
steve: Never mind steve: Our aim
Perhaps they should hire some Slashdotters to replace the Indians.
We:
Need Jobs...Check
Know the job...Check
Communicate effectively...Hmm
Have great grammar skills...D'oh!
Caller: You don't sound like the guy who helped me last time. Is that you, Dave? Tech (sounding like apu): Oh, you must be referring to the way I am talking now.
In all matters of opinion, our adversaries are insane. -Oscar Wilde
At least he probably knows the difference between a spelling error and a grammatical error...
And when you type, the letters don't match your finger movements!
The only reason we have the rights we have is that people just like us died to gain those rights. -- Cheerio Boy
It depends on the quality of IT employees that they have over there. We all have heard how they are well trained and have exellent IT schools there, however there is a large disconnect between going to computer school and understanding how to manage a computer networks. The company I work for has a large department in Bangalore, India. Speaking to a project manager who was hiring some people for his project he told me about some of the tricks that are used over there to get people jobs. One trick is the phone interview, the prospective employee will hire an exellent skilled person to do the phone interview. If you don't meet them in person they sound great over the phone however the lesser skilled person will get the job not the person you spoke to on the phone. Another store goes how we configured some servers sent them over there, once they got the servers, the changed all of the passwords - and the no of the applications could connect to the database, plus they installed music sharing programs on them :) So from the bottom line aspect it may look good, however they have yet to prove that they can provide the quality they are promising if they don't then you will see alot of Tech shifts away Bangalore as quickly as they went there.
this past weekend I called HP to get support for my camera.
Why did you buy a camera from an ink company? Did you buy your car from Starbuck's?
It could say "The gostak distims the doshes; OK?" and they would click Yes. Hell, *I* would click Yes. Life is too short to figure everything out all the time. Because it's not a dialog in isolation. It's part of your life. You've been tussling with this program for hours. You need to take a leak. It's time to mow the lawn and pay the bills. You're hungry. Your girlfriend just came into the room in a red lace teddy.
The obvious solution is to move management over to India also. Then it is all done cheaply in the same place.
Biased statement:
"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?"
What should have been said: (unbiased)
"Is this the beginning of a trend where companies recognize that the quality offered by relocation to cheaper centers around the world doesn't always result in customer appreciation and better quality?"
Technicians exclaiming "Dude, you're getting a small secluded wooded valley!"
We're in the PC hardware business. What is this "quality" you speak of?
Read the EFF's Fair Use FAQ
So you're saying discussing the issues in person kicked it up a notch?
I work for a company that moved back.
(I'm not speaking on behalf of my employer, though.)
This happened a few times:
*ring ring*
Us: Hello [company] tech support.
India: Hello, yes? Your application is down.
Us: REALLY? *checks monitor* Everything seems normal.
India: Well, it's not responding.
Us: Hmm.. *typing* No. It's up. What exactly is the problem?
India: We just can't connect.
Us: Uh.. try google.
India: Yeah. Google's down, too.
Us: *SIGH* Your internet connection is down, AGAIN.
India: Ok, can you fix it?
Us: No. It's your problem. Call your ISP (just like last time).
Sad..
S
What i'd like much better is moving Management to India, and keeping the software jobs in the U.S.
http://use.perl.org
In this country, even the clearest mildest foreign accent elicits reactions of "he doesn't even speek English."
My college roommate was from Sri Lanka. At one point, she called relatives in California, collect. Just getting the phone number verified was an extensive process, involving much repeating on her part.
After the conversation, she asked me if I thought her accent was really that bad. No, I explained, the problem was, she was in Oklahoma, and she was speaking far too *clearly*.
Slashdot's token middle-aged housewife
I have lived in the US a little over 30 years now, and am thoroughly Americanised in the usage of English.
But not in its spelling, apparently.
--
"Open source is good." - Steve Jobs
"Open source is evil." - Microsoft
Here's a cut-n-paste of an email I got from Dell support this morning. I don't know if the guy is from India but he did have some type of accent on the phone. Anyway, I kind of understood the first paragraph. Anyone want to take a whack at deciphering the second paragraph for me?
Now, my original complaint was that we've already replaced the hard drive a few times and wee ought to look for an underlying cause. That was completely ignored...
I am planning to purchase a PC for my almost techincally illiterate parents. Anyone have an idea of how bad Gateways service is?
Usually programmers cannot understand management anyways so the language barrier would not be a problem.
I just hope they never outsource their advertising and finances to Nigeria! :)
What is the inverse of the Matrix?