Dell : Back to pavilion, shifts BPO operations from Bangalore to USA

When complains about difficulty in understanding the accents of its Indian staff working in call centers start pouring in, a reputed company like Dell certainly had no other option than to move back its operation center to USA.
Dell, which is based in Texas, however did not give any timeframe for moving the support for its Optiplex desktops and Latitude notebooks back to the United States. The Company however has decided to support calls for individual customers whereas other products would continue to be handled by one of its 20 call centers overseas.

Dell, which had aggressively moved to locate call centers outside the United States to cut costs, probably is the first company to move them back to the US for business customers who account for 85 per cent of its growing revenue.

A company spokesman confirmed that there were complaints from clients but declined to discuss their nature. However, media reports said they were about differing accents.

"Corporate customers were telling us they didn't like the level of support they were getting and in the normal course of business, we made some adjustments," its spokesman was quoted by InfoWorld, which specializes in IT news.

"What (customers) said was, 'You guys have been changing some things and we don't like it as much," vice president of Dell's corporate division Steve Felicia told Mercury News. Overall 54 per cent of Dell's 44,300 employees are overseas.