Dell International Services: No Shifting Back

Dell's policy of all-shoring-spreading jobs throughout its global reach-saw its Indian BPO operations going in for the right skills at the right place to meet the needs of Dell's global business.

While its Bangalore center provides both voice-based and non-voice (e-mail) technical support to Dell's users, the company has also outsourced significant work to big Indian BPO companies like Wipro Spectramind and
EXL. The second biggest captive, next only to GE, Dell's Indian operations has more than 5,000 associates in its twin locations, Bangalore and
Hyderabad, catering to the needs of Dell's operations in the United States and Europe. Since February 2004, it has been recruiting at the rate of about 350 persons per month. However, attrition rates hovering well above the industry average continued to plague the tech giant's Indian customer support operations in fiscal 2004. The attrition at junior levels was particularly high during 2003-04, especially in the middle of calendar 2004. 

During the year, Dell decided to reroute some technical support calls for its OptiPlex desktop and Latitude notebooks back to the US, but these seats were negligible and did not amount to abandoning its strategy to expand in India and elsewhere. Technical support calls from European and Asian purchasers of OptiPlex and Latitude customers continue to be handled out of India.