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ECT News Community   »   E-Commerce Times Talkback   »   Re: Dell Recalls - What about the Rest of Us?



Re: Dell Recalls - What about the Rest of Us?
Posted by amrselim on 2004-01-06 04:09:40
In reply to Sailingfool
Hi,
I see a lot of sense here in what comes to Customer Services and the growing trends of overseas outsourcing but I have also noticed that some of the posts are not objective and tend to throw it all at Indians and accents,I am sure there are a lot of non-native English speakers in the world who are very proficient.
Here are some of my observations:
1- There is a huge lack of customer service culture in a lot of businesses and corporations that needs to be addressed whether the service center is in India,USA or Tuvalu Island.
2- There are some good call centers in India achieving good rates of customer satisfaction , but of course their professionally certified staff will cost more than the average wage most US corporations don't want to pay as they only outsource this to save as much money as possible.
3- Tell me how many Corporations have actually spent on proper training for their call center and customer support staff lately?
4- Help Desk and call center equipment and software do NOT have a magic button: "Click here for total customer satisfaction" it is people's attitude that matters to customers but apparently most of the budgets are spent on buying Equipment and applications and little on professional training.
I see a possible solution: is making sure that all the Help Desk, call center staff with direct contact with customers must have a certain degree of professionalism competency, ethics, standards and the proper language skills regardless of Nationality and location.
How can we as customers be assured?
Companies should only hire agents and analysts who are certified by an internationally recognized independent body like the Help Desk Institute HDI, and similar organizations.
Afterall we just want good customer support regardless of its origin and location.
Amr Selim
Help Desk Consultant
UAE




 * Topic  Author  Date
Re: Dell Recalls Tech Support from India After Complaints  Keith Regan  2003-11-25 09:52:20
Re: Dell Recalls Tech Support from India After Complaints  marnic  2018-03-28 13:07:10
Re: Dell Recalls Tech Support from India After Complaints  zab04  2016-08-25 23:03:41
Re: Dell Recalls Tech Support from India After Complaints  garggaurav83  2014-12-06 11:59:48
Dell non Service  phil411  2008-08-19 12:45:30
Dell Tech Support nightmare  mcneillg001  2008-04-22 05:36:37
I have had a similar experience  schadha1978  2008-09-17 16:05:46
Current Leak in Dell Vostro 1400  mcneillg001  2008-09-18 04:33:53
Re: Dell Recalls Tech Support from India After Complaints  rdp982  2005-11-14 03:18:25
tech support limitations  rajatkotwal  2008-05-08 01:31:34
Re: Dell Recalls Tech Support from India After Complaints  jaipal  2006-09-08 01:38:59
Re: Dell Recalls Tech Support from India After Complaints  sdittrick  2003-12-12 18:24:58
Re: Dell Recalls Tech Support from India After Complaints  Billibob  2004-02-19 11:37:37
Re: Dell Recalls Tech Support from India After Complaints  CBhansali  2003-11-29 12:38:49
Re: Dell Recalls Tech Support from India After Complaints  mdelmatt  2006-04-25 07:44:14
Re: Dell Recalls Tech Support from India After Complaints  cubanitatb  2006-08-22 17:27:48
Re: Dell Recalls Tech Support from India After Complaints  slygo  2003-11-26 12:56:14
indian support  rajatkotwal  2008-05-08 01:40:50
Re: Dell Recalls - What about the Rest of Us?  Sailingfool  2003-11-26 10:29:05
Re: Dell Recalls - What about the Rest of Us?  amrselim  2004-01-06 04:09:40
Re: Dell Recalls Tech Support from India After Complaints  Mrc_mrc  2003-11-25 12:02:50
Re: Dell Recalls Tech Support from India After Complaints  Unadude  2004-04-20 08:32:40
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