It is spending an incremental $150m this fiscal
NEW DELHI: In line with its goal of reaching out to customers around the world with affordable technology, US-based computer maker Dell on Friday inaugurated its fourth customer contact centre in the country. Starting with 800 people, the 300,000 square-foot customer experience centre in Gurgaon is expected to employ about 1,000 by the end of this year.
“We are investing an incremental $150 million this fiscal year for various initiatives that enhance our customer experience,” said Dick Hunter, Dell vice-president, customer experience and customer support. “In Gurgaon, we are piloting innovative support strategies that we hope to replicate around the world. We are also investing in the capabilities of our support professionals through industry-leading training and certification programs,” he added.
Dayanidhi Maran, minister for communications and information technology, informed that Dell, which currently employs nearly 13,000 people in the country, will raise the number to nearly 20,000 in the next couple of years.
The Texas-headquartered company has been providing customer support to clients in the US and Europe from a temporary facility in Gurgaon since April. The global Dell customer support network includes about 25 centres.
Dell set up its first customer experience centre in India at Bangalore in 2001, followed by centres in Hyderabad and Chandigarh in 2003 and 2005, respectively. These centres have transitioned into a premier operation for Dell, where teams offer sales, technical support, customer care, e-mail support and global financial services to various businesses within Dell.
Since establishing its first customer experience centre in India, the Dell teams in the country have pioneered processes and practices for technical support, call planning and staffing. They have been providing frontline support to Dell customers around the world, regardless of product, time or location.
Thriving on a direct selling model, where computer systems are sold directly to customers, Dell offers computing solutions which meet the exact needs of the customers. It introduces the latest technology, turning over inventory every four days on average.
Spreading out
Dell has contact centres at Bangalore, Hyderabad and Chandigarh
The 3 lakh sq ft Gurgaon centre will employ 1,000 by the fiscal-end
The company will push up India headcount to 20,000 in the next few years
