posted 13 years ago
A change in the winds, perhaps?
Corporate customer complaints prompt the change
By Amy Schatz
Saturday, November 22, 2003
In a surprising about-face, Dell Inc. is moving some technical-support jobs back from India to the United States.
The new U.S. employees will provide phone-based tech support for business customers, which account for the bulk of Dell's revenue. Dell employees in India have been answering some of those calls. Calls from individual customers will still be routed to call centers in India.
"We felt a little noise and angst from our customers, and we decided to make some changes," said Gary Cotshott, vice president of Dell's services division. "Sometimes, we move a little too far, too fast."