Dell's Customer Contact Center Operations in India

Due to the rapid expansion of operations, 'talent supply' became the prime concern for Dell, particularly at the middle management level. According to Malhotra, being a relatively new industry was one of the reasons behind the dearth of talent in the middle management level. The company began recruiting people from other industries and providing them with comprehensive training to overcome this problem.

Recruiting the right employees according to the specific job requirements was another concern. The company made a number of changes in its selection process to get the right people. Initially, the process involved taking interviews across the table...

Dell was optimistic about the performance of its Indian operations and was planning to increase its investments in R&D, focus on hiring engineering talent to support its global operations, and expand the operations at customer contact centers as well as the number of sales and support staff. Commenting on Dell's growth in India, Michael said, "We have some big plans for growth here in India. We expect that over the next three years, our headcount in India to roughly double from 10,000 to 20,000. We see a fantastic opportunity for us to attract some of the best and bright engineers for our software and hardware activities."...