Tag Archives: India call centers

Dell begins to charge for American customer service

In a recent article in the Washington Post, the reveal that Dell is instituting a new customer service policy. For customers who buy a new PC, they have the option of paying $12.95 a month or $99 a year to receive a North American customer service representative as well as less than a two minute wait time. However, if customers choose not to pay this fee, they’ll receive customer service representatives from India or the Philippines.

What do you think about this? Don Reisinger shared his opinion here. Should consumers have to pay for customer service? Or is Dell defining the line between technical support and customer service?

Call Centers and Pop Culture

Washington Post recently discussed the lighthearted side of call centers. India is known for their call centers, which are outsourced from the U.S. and is estimated to be an approximately $64 billion dollar Industry. In a new movie from Bollywood titled “Hello”, the makers of the film define in pop culture terms what it means to be one of the 2 million call center workers in a comedic light. As this editor from India Today eloquently stated:

“It was bound to happen. The glitz of globalization provides its own cultural cliches. The call center is the most widely shared temptation among the chroniclers of new India. For the metaphor hunters of Indian popular culture and fiction, the call center has replaced the old snake charmer.”