Dell's Customer Contact Center Operations in India
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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
"We are a global company and we seek the best talent in every region. India has been a wonderful source of that. We will move into more cities in the future."1
- Kevin Rollins, President and CEO of Dell Inc, in 2005.
"The customer contact centers in India have transitioned into a premier operation for Dell."2
- Romi Malhotra, Managing Director, Dell India, in 2004.
Dell started its operations in India by opening a customer contact center at Bangalore in 2001. The main functions of the contact center were to provide technical support to the customers, to make outbound sales calls, and to provide back office support in accounting functions. Dell's operations grew over the years and the company expanded its business to other Indian cities including Hyderabad and Mohali.
1] "Dell to Raise Headcount,"
www.thehindubusinessline.com, April 30, 2005.
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