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https://www.ukessays.com/essays/information-technology/the-outsourcing-fundamentals-for-dell-computers-information-technology-essay.php
Dell should look to offshore the tech support part of its operations rather than outsource. This means that they should retain control of the operation but try and move it offshore for a cheaper alternative.
https://www.dell.com/community/Laptops-General-Read-Only/Dell-Outsourced-Tech-Support/td-p/3485739
Re: Dell Outsourced Tech Support With either HP or Dell you have the option at purchase of US-based support - it does cost extra. Before you jump to HP for notebooks, do some research - their hardware and support is the worst in the industry.
https://www.dell.com/community/Customer-Care/Tech-Support-phone-number-for-in-the-United-States/td-p/5160057
To take advantage of the growing much lower cost of outsourcing pool of expertise resources outside of the United States, Dell has expanded its Consumer Tech Support call-center operations into different parts of the world, including Canada, Malaysia, the Philippines, and India.
https://www.ecommercetimes.com/story/32248.html
Dell is just one of dozens of companies that have used offshore call centers as a way to boost business performance by reducing the cost of customer support. The practice, along with outsourcing more technical jobs -- such as software engineering -- has come under fire from some U.S. workers' groups.
https://www.technewsworld.com/story/32248.html
Jan 20, 2020 · Dell is just one of dozens of companies that have used offshore call centers as a way to boost business performance by reducing the cost of customer support. The practice, along with outsourcing more technical jobs -- such as software engineering -- has come under fire from some U.S. workers' groups.
http://www.nbcnews.com/id/4853511/ns/business-forbes_com/t/dell-moves-outsourced-jobs-back-us-shores/
Apr 28, 2004 · Dell moved product support for business accounts from India back to the U.S. It seems some customers were not happy with the prior arrangement. Dell can assemble and ship a new computer for a customer in 24 hours. But it took six months for the company to get Karen Anderson's name right.Author: Elizabeth Corcoran
https://www.cnet.com/news/for-dell-indian-call-center-failure-a-lesson/
For Dell, Indian call center failure a lesson. CIO Randy Mott says the computer maker will be smarter about growth in newly developed areas, to avoid the customer dissatisfaction that led to pulling out of a call center in India late last year.
http://ask-leo.com/outsourcing_tech_support_good_or_evil.html
Jun 29, 2006 · Outsourcing Tech Support - Good, or Evil? Helping people with computers... one answer at a time. ... I am an a former Dell Technical Support Representative and I was based in a India center. I went through all the above posts and thought I would do a reality check on the above issue. ... for technical support - outsourced or in-house - the best ...
https://thoughtcatalog.com/mclevin/2012/03/what-to-do-when-an-indian-answers-your-tech-support-call/
Laying such accountability on a tech support rep will only cause them to lose focus on your software/hardware issue, thus driving up handle times and call costs for the company, who will respond by sending more U.S. jobs to countries with skilled but cheap labor to make up for the loss in profits you’re causing with your unfounded geopolitical diatribe.
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