This post originated from an RSS feed registered with Agile Buzz by James Robertson. Original Post: Dell insources after complaints Feed Title: Cincom Smalltalk Blog - Smalltalk with Rants Feed URL: http://www.cincomsmalltalk.com/rssBlog/rssBlogView.xml Feed Description: James Robertson comments on Cincom Smalltalk, the Smalltalk development community, and IT trends and issues in general. Latest Agile Buzz Posts Latest Agile Buzz Posts by James Robertson Latest Posts From Cincom Smalltalk Blog - Smalltalk with Rants

They heard some complaints about language issues, and heard some complaints in regards to escalation times from entry-level technicians to higher-level engineers," Gray said. "I view this as a proactive move signaling that (Dell) has its customers' best interest in mind."

This isn't anything that surprises me. I spoke about this here, in fact. When a customer calls with a problem, he wants a solution. The fact is, the remote call staff won't be able to deliver it in a significant number of cases. It's more difficult for the remote staff to escalate - both for empowerment reasons and distance reasons. Add in the high turnover reported in these operations, and you have a customer disservice situation waiting to happen.