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THURSDAY, NOVEMBER 26, 2009
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4

Picking Up on Frustration, Call Centers Move Back Home

Dell support defeats language barrier

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(Newser) – A new service from computer-maker Dell spotlights a customer-service trend: US-based call centers catering to American consumers. Dell users frustrated by language-barrier-induced difficulties they’ve encountered while on the line to India or the Philippines can pay $12.95 per month, the Washington Post reports, for access to a domestic agent and reduced wait times—services many say should be free.

More than a third of PC makers have shipped customer support overseas to cut costs, but satisfaction with foreign service is 23% lower than with domestic help. “When things go haywire, you want assurance, you want familiarity,” a sociologist said, refuting the notion that the complainers are racist. “What you don’t want is to have to work at understanding the person on the other end of the line.”

Raul Counreu translates an international telephone conversation at the Language Line call center in Heredia, Costa Rica.
Raul Counreu translates an international telephone conversation at the Language Line call center in Heredia, Costa Rica.   (AP Photo/Kent Gilbert)
Sharon Castor, an at-home agent for Convergys Corp. of Cincinnati, works at her desk at her Florence, Ky., home.
Sharon Castor, an at-home agent for Convergys Corp. of Cincinnati, works at her desk at her Florence, Ky., home.   (AP Photo/David Kohl)
Many companies operate call centers in India, but with US customers increasingly dissatisfied with results, some are moving operations back stateside. Dell charges for guaranteed domestic support.
Many companies operate call centers in India, but with US customers increasingly dissatisfied with results, some are moving operations back stateside. Dell charges for guaranteed domestic support.   (AP Photo)
In the past decade, Hewlett-Packard, IBM, and some 230 other foreign companies have flocked to Dalian, China, to set up business software and outsourcing facilities.
In the past decade, Hewlett-Packard, IBM, and some 230 other foreign companies have flocked to Dalian, China, to set up business software and outsourcing facilities.   (AP Photo)
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There's a large chunk of people who can communicate in English somewhat, but if you put them on a call interacting with an angry American—that's hard."
- Deepak Desai, whose company sells a program to improve the business-English skills of overseas workers

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4 comments
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bacimom
Dec 11, 08 1:05 PM CST
Bloody right it should be free! What a concept... to expect an understandable English speaker CSR from a U.S. company. Dell does nothing here except take our money. No manufacturing, no customer service... just what do they do in Texas anyway? Reply
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Vostok
Dec 12, 08 3:12 AM CST
Here, here! They take our money, ship out our jobs, and provide us with low quality products. Whats the solution? MORE GLOBALIZATION! Long live the Free Market! Reply
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vendetta
Dec 12, 08 7:13 AM CST
If you had botehr do do anything but bitch you would understand DELL's are one of the best coptuers on the market for the last 5 years. The main reason americans bitch about tech support is because the yare lazy. Yes Indians are difficult to understand sometimes, deal with not everyone on the planet speaks english. If both parties are working to resolve the issue the issue gets resolved. Texas = Americas asshole. Reply
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IN RESPONSE:
bacimom
Dec 12, 08 8:10 AM CST
I don't expect everyone to speak English. I expect a csr dealing with calls from US 800 numbers to be able to be understood by callers. The same goes for any other call centre, not just Dell's. I don't mind accents, I mind extreme accents of any type of people in a call centre, and I resent being expected to pay for the privilege of talking to someone in the USA.
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