The Edmonton Journal quotes Dell’s Edmonton site leader Dave Vanden Bosch as saying, “This has been a difficult decision. We have a good team of people, and will do all we can to help them and our community partners through this transition." The call center was touted by company founder Michael Dell as being the best of the Dell breed and one of the companies highest performing call centers in the world.
Sources at Dell say that the closure of the call center and cutting all the employees was partly a result of the strong Canadian dollar and the difficulty keeping employees due to the hot job market in the Edmonton area. The strong job market reportedly made it difficult for Dell to keep trained employees that could maintain the Dell expectations for customer service. The closing of the facility is expected to be done over several months and other companies are reported to be interested in the facility itself.
Dell also recently announced it was closing all of its U.S. kiosks and direct sales stores.
quote: as i deal with problems with broadband at home alot of my time is wasted time with dummys reading screens (be it india or lang thay are in) its more that its an monkey thats been put in front of an screen and basicy been told to read whats on the screen and pick witch option it is
quote: ...made it difficult for Dell to keep trained employees that could maintain the Dell expectations for customer service.
quote: Nothing is wrong with Indians?
quote: However as a paying customer for support, I would PREFER to talk to someone in which English is their primary language. I have better things to do with my time than cross the language barrier. This is not an issue of slamming people from India. It is about total customer experience. The average person calling for tech support does not have the interest or time to learn how their computer works. They simply want to call someone when it is not working and get a resolution quickly and with least amount of effort.
quote: While it’s gotten easier to deal with Dell's Bangalore support branch I can tell you right now that there ARE under trained people at that location. I've dealt with them...painfully dealt with them might I add.
quote: when I call Dell for sales, I end up talking with someone in the US
quote: It would have been nice to talk to someone there instead of India. Not that I don't want them to have jobs, but tech support becomes so much easier when comprehension isn't an issue.
quote: Ive worked in computer stores and had to turn away people who wanted parts because I knew that the parts I could sell them wouldn't work in a dell. and then you go to dell for the parts and they charge you 3x as much as the retail stores. it's rediculous..
quote: also that entire dell facility in edmonton is full of world of warcraft playing nerds. Michael dell came to the facility a year or two back and the one question the employees asked him was if he plays world of warcraft.