Abstract

The case describes the customer contact center operations of Dell India, a subsidiary of the US based Dell Inc., the leading PC retailer in the world. It examines how Dell Inc. offshored its global customer service operations to Dell India. The case highlights the problems faced by Dell India during expansion of its customer contact center operations and explains the corrective measures taken by the company to solve these problems. The case also discusses the present challenges faced by Dell India and its future growth and expansion plans in the country.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Examine the need for outsourcing/offshoring customer service operations
• Provide insights into the operating processes of Dell India’s customer contact centers
• and Study the problems experienced by customer contact centers and examine the possible solutions.

Keywords

Dell Inc., Business Process Outsourcing, Offshoring, Customer Contact Centers, Call Center Management, Customer Service, E-Support Direct from Dell, The Dell Way, Talent Recruitment, Scripted Responses, Customer Complaints, Customer Satisfaction, Calls Management, Technical Support