infobong.com

When I worked in a Dell call center this summer, customers frequently complained about calling the company and talking to a representative in one of Dell's call centers in India. I worked in the sales department, which received a great many customer service calls. I was unable to handle customer service requests, so I would tell people, "I'm sorry I can't help you; I have to transfer you to customer service."

"Don't transfer me to India!" people would say. "Give me somebody that speaks English!"

I wanted to say, "They speak English in India, you racist scumbag," but all I could say was, "If you want your issue resolved, you'll have to talk to customer service," which didn't improve their attitude any.

Some customers pointed out that dealing with the Indians, who often had thick accents and difficulty understanding American idioms, probably took longer and cost Dell more money than using American call centers, which I suspect is true. Not surprisingly, Dell said today that it was moving its business tech support call centers from India back into the US. The company said it was due to customer complaints.