Call Centers and Dell
Once upon a time, Dell computer company was one of the most healthiest if not THE HEALTHIEST computer integrators in the world. They seemingly could do no wrong. People were happy as customers while the profit margins continued to grow. Companies like that cow one, with it’s arrogant upper management however were busy “downsizing” from 32-000+ employees down to under 5,000. (yes, that’s not a typo)
Seems however that in the interest of ongoing cost cutting, Dell made the error of sending their support call center business overseas. Customer satisfaction plummeted and now they’re being hurt by decisions like the outsource debacle.
I am certain however, that those who made the decision to outsource U.S. Jobs overseas got their bonus checks ontime.
What’s going to happen when all the middle class, who’s buying your products no longer can afford them because there’s no more good jobs left in the U.S? Ans: Your STOCK PRICE GOES DOWN DELL!
Big Business moves Call Centers
Big company executive are always telling us that outsourcing jobs from the United States is a good idea. These are the same people that told us outsourcing our manufacturing infrastructure was a good idea. We were told that our manufacturing people couple be retrained to use computers and work in technology focused areas like call centers. Then, big business went to call centers, moving them to other countries.
Call centers being closed were in the rustbelt of the Midwest with average wages in the Wal-Mart range. They were closed because even though the cost of telecommunications was much higher transferring a call half way around the world, the total cost per call was drastically lowered. Why? People in India with masters degrees and experienced engineers were happy to make 20-30 thousand dollars a year. So the cost per minute in the US was between 30-80 cents a minute, while in India the cost per minute was well under .15 cents.
Here’s the question I would put to short sighted corporate Americaâ€Â¦ Who’s going to buy your products after you destroy the middle class in America? You can talk all your want about competition and the need to lower rates in call centers and other such stuff. You never say tough how we Americans can compete with countries without our environmental laws, or labor laws, or higher tax rates, or slave labor wages in third world countries.
The reason why these people are willing to work for such a small wage is also the reason why we have problems with Mexican illegal immigration. But that̢۪s another story
Outsourcing for some has been a Failure
Call Center work is starting to move back into the US work market. This in no doubt is due to the fact that customers are making their displeasure known to business. The problem isn’t that Americans dislike the people from India, Pakistan , or some other country. The issue is one of understanding the customer service agent. Although the command of the English language is acceptable, the accent makes it very difficult for many to understand what is being said.
This in turn drives the dissatisfaction with direct customer service support that has been outsourced to another country. Hence, this aspect of the outsourcing stampede was, at least for many businesses, a disaster in customer relations.