Dell outsourced its computer support operations to India and had set up major call center operations in cities like Bangalore and Chennai.
But the company has received many complaints in terms of bad customer service along with rude comments and bad accents.
This has lead the Dell outsourcing unit to rethink its strategies regarding utility outsourcing call center.
According to a report in the local newspaper Austin-American Statesman, Dell has decided to move back its technical support jobs from India to US. But Dell outsourcing in terms of support for home users is still being outsourced to India in large numbers. Dell outsourcing is a live example of how things can go wrong in an outsourcing contract if things are not planned out properly.
Though outsourcing can be beneficial to organizations there are many myths offshore outsourcing IT that needs to be cleared. Firstly outsourcing is in no way the ultimate answer. Many business white papers outsourcing IT have clearly stated that outsourcing can only be beneficial to those who do so analyzing the short as well as long term goals of an organization. Therefore first and foremost organizations should research outsourcing what is it and in which way will it be beneficial to them. IT outsourcing advantages are many, but same is the case with operations failing and organizations backing up.
Outsourcing history
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