Call Centers Relocate to the US

17 December 2008 Internet, IT & e-Discovery Blog Blog
Authors: Peter Vogel

Dell charges a premium for customers to call US based support, and other companies are relocating call centers to the US so that customer service agents will speak “American.” Apparently even though the economics make a great deal of sense for call centers to be based off-shore, there appear to be a great deal of dissatisfaction. It doesn’t take rocket science to get this picture since everyone who reads this blog has spent more time than they would ever want to quantify on the phone with some support person for a computer failure or loss of Internet access.

YouTube Aplenty

There are a number of amusing videos on YouTube about what’s going on the other end of the service representative’s phone, but little imagination is required. A recent Bollywood movie even made light of training Indian based call center representatives learning to speak "American."

Where’s the Disconnect?

There are two problems with off-shore support that leap to mind. The first problem is that for the most part Americans tend to speak in idioms and even though individuals from other countries learn English they generally do not learn idioms. However the training in off-shore call centers is supposed to provide skills that permit a dialogue that permits the unhappy customers to get answers they want. The second problem is that most people who call for support are unhappy, frustrated, and mad. Unfortunately the service representatives get the brunt of the unhappiness.

How Important is Internet Access to You?

Let’s say that you lost Internet access and as a result you cannot complete some critical business from home. Yelling at a service representative half way around the world will likely not solve the problem, and to make matters worse if the service representative does not understand the caller’s language, how can a problem ever be resolved? So Dell and other US based companies tried to solve to the language problem by providing US call centers. The frustration that you lost Internet access is not improved, but the likelihood that the customer and the service representative will communicate increases...and hopefully a resolution is more likely.
 

This blog is made available by Foley & Lardner LLP (“Foley” or “the Firm”) for informational purposes only. It is not meant to convey the Firm’s legal position on behalf of any client, nor is it intended to convey specific legal advice. Any opinions expressed in this article do not necessarily reflect the views of Foley & Lardner LLP, its partners, or its clients. Accordingly, do not act upon this information without seeking counsel from a licensed attorney. This blog is not intended to create, and receipt of it does not constitute, an attorney-client relationship. Communicating with Foley through this website by email, blog post, or otherwise, does not create an attorney-client relationship for any legal matter. Therefore, any communication or material you transmit to Foley through this blog, whether by email, blog post or any other manner, will not be treated as confidential or proprietary. The information on this blog is published “AS IS” and is not guaranteed to be complete, accurate, and or up-to-date. Foley makes no representations or warranties of any kind, express or implied, as to the operation or content of the site. Foley expressly disclaims all other guarantees, warranties, conditions and representations of any kind, either express or implied, whether arising under any statute, law, commercial use or otherwise, including implied warranties of merchantability, fitness for a particular purpose, title and non-infringement. In no event shall Foley or any of its partners, officers, employees, agents or affiliates be liable, directly or indirectly, under any theory of law (contract, tort, negligence or otherwise), to you or anyone else, for any claims, losses or damages, direct, indirect special, incidental, punitive or consequential, resulting from or occasioned by the creation, use of or reliance on this site (including information and other content) or any third party websites or the information, resources or material accessed through any such websites. In some jurisdictions, the contents of this blog may be considered Attorney Advertising. If applicable, please note that prior results do not guarantee a similar outcome. Photographs are for dramatization purposes only and may include models. Likenesses do not necessarily imply current client, partnership or employee status.

Authors

Related Services