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reasons why they do the things they do

Well in the company I work for, we have a Call Center In NYC and other one in Dominican Republic. This is a Spanish speaking country, But the agent we have speak English really Good (well then again this is a Call Center managed by us and not and outsource). I just don’t understand why they can’t go to other country why India (how much cheaper is it there). Why don’t they go to other countries? Well in the Dominican Republic they pay the reps about $1 dollar and change a day. Whiles here the average rep gets paid about $10, so if you look at it, you are saving a lot. One days work for a rep in the Dominican Republic is and HRs works of one of are US reps.

I’m sure everyone knows how frustrating calling Dell can get, but you have to look at it in a business point of view also. If Dell was to bring all there CS service back to the USA that means that all there products will go up in price to cover for the lost. In my opinion I think dell should establish there own Call Centre in these country's or look somewhere else (in the Dominican Republic Broadband (meaning T1 ect) is cheap Compare to what we pay here). For example in Mexico they speak better English. But the problem will still remain. What I’m about to explain, is one of the biggest problem after the language problem.

Ok this is how outsourcing Works in simple English it goes like this, Dell does a contract with a Call centre in India or another Country. in the contract it states that 90% of calls with in any given Hour has to be answered and I will give you 1 million a year, If not u will get less money for every % u don’t answer. So if they do let say 88%, they will only get 991,000.00(That is just an example didn’t do the math). I think that was a pretty straight forward explanation. This is why you don’t really see them trying to go out there way to help you. In American Call centre you rarely get fired for talk time (is the time estimated that you should take with a customer. We have 3 deferent department In the Company, In the phone card there TT is 3.45 min , In the mobile Department is about 7 min and in the 1010 # they don’t have one, in the new department that I’m working on which is going to be internet access is undecided yet. Company’s need to have this kind of thing to keep the Free 800 # bill low, is free for you but not for the company). This is measured in an average of the day, month it all depending on how they measure it. This is why when u say u have a problem with something that does directly belong to Dell they will just tell you to contact they cant help you or contact other parties CS. This is the reason why you feel Rushed off the phones.

I look at it personally and in the business point of view. So next time u feel rushed or you feel they not helping you, you know some of the reasons.

Well hope this was of some help to some of you.

That was a good reminder, nootrak4, thanks. So if you have Dell's standard warranty coverage, even Completecare, the person at the other end of the phone line has to finish solving your problem within x seconds or the Call center loses money. Click.
Or, you can pay extra for the Gold level of service, i.e., service like Dell used to give you at no increase in cost, and suddenly the customer is first, and you are talking to an American tech. Ain't progress wonderful?

I kind of didnt get the one.

Nootrak4-
That's a very valid point you've made. I am the Project Manager for a similar business process outsourcing facility here in Pakistan. Clients throughout are very particular of call handle time because, in a lot of cases, facilities like mine charge the client for the amount of time our reps stay on the phone. Naturally, Dell doesn't want that happening, and if i had Dell's account, i wouldn't want to upset them. Bottom line, Dell's fault that it has angry customers.

Also, one last point, a call center likes training it's staff. Every call center has a training department, and every organization in the world wants their staff to be utilized, i can bet on Dell not pursuing the Indian call centers on more training. Wha usually happens is this:

The client puts out a new product, say an i8600.

The client tells the call center which is contracted a day or two (literally) in advance that the new product is going to be launched. This rolling out is often accompanied with no training material, all the call center gets is this, "Hello Mr. Account Manager, we're rolling out the 8600 line in the next couple of days, tell your reps they need to go to the website if they need any information." "Okay, Mr. Dell guy, is there anything in particular you would like us to know about the 8600?." "No Mr Account Manager, its self explanatory, tell your reps that they need to look at the website. Since there will be a lot of advertising on this new product, increase our staffing to 400 agents. Good bye."

Hello?? 95% of people in India or Pakistan have never even seen a lap top, what the hell do you expect, forget trying to ask them if XYZ port replicator will function with the lap top you own.

My two cents.

LOL now that funny. we have a call center in DR but we own that one is not something from other company.

well if is like that, how u explain then that should really suck. no wonder they dont know notting when we calll.