Dell's Customer Contact Center Operations in India
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(Case Code: MKTG152) click on the button below, and select the case from the list of available cases:
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Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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Case Details: |
Price: |
| Case Code |
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MKTG152 |
For delivery in electronic format: Rs. 300;
For delivery through courier (within India): Rs. 300 + Shipping & Handling Charges extra
ThemesBusiness Process Outsourcing, Customer Service, Call Center
Management |
| Case Length |
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12 Pages |
| Period |
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1999-2006 |
| Organization |
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Dell Inc. |
| Pub Date |
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2006 |
| Teaching Note |
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Not Available |
| Countries
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US/India |
| Industry |
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IT |
Abstract:
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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.
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Issues:
» Examine the need for outsourcing/offshoring customer service operations
» Provide insights into the operating processes of Dell India's customer contact
centers
» Study the problems experienced by customer contact centers and examine the
possible solutions
Contents:
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
Dell's Customer Contact Center Operations in India
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