Tuesday, November 25, 2003

Finally, a grain of sanity in the business world! This just in: Dell to Stop Using Indian Call Center for Corporate Customers. Seems that there were MANY complaints about accents and badly-handled calls. I personally think the problem was that the tech support people simply were not prepared to handle actual tech support calls. They had little or no knowledge of Dell, it's computers or networking hardware, or indeed computers in general. They worked from scripts, where they would gather information and then try to apply solutions from pre-written forms. If 'this' is wrong, then try 'that'. Won't work with any question more complex than 'the screen is dark' : 'try hitting the power button'.