|B R E A K I N G N E W S
inaugurates its third contact centre in India
Mohali, March 21
The world's largest PC vendor, Dell opened its third contact centre in
India here today and plans to take the headcount at the facility to
1,500 in the next 12 months.
The 1,80,000 square-foot facility will go live on March 28 will 300
agents. "Within a year the headcount at the facility will touch
1,500," Michael Dell, Founder and Chairman of Dell Inc, who
inaugurated the contact centre, said.
He, however, did not disclose the investment the company had made in
the facility. "We cannot disclose out exact investment figures,
but we can say we have invested tens of million dollars in
India," Dell said.
The company already has two contact centres—one each in Hyderabad
and Bangalore—with a total headcount of around 8,000. While the
Bangalore centre was inaugurated in March, 2001, the one in the Andhra
Pradesh capital came up in March, 2003.
"The three centres in India are a part of our global network of
50 centres and provide sales, customer care and technical
support," Dell said.
Apart from three captive contact centres, Dell outsources some of the
work to Wipro Spectramind, 24/7 Customer, EXL Services and Sutherland,
On a question whether the company would transfer work from third-party
service providers to captive centres, Dell said the company would
maintain a balance between the two.
commitment to the Indian market, Dell said his company would not move
work from India to other countries just to cut costs. "The
company goes where it finds talent and not just where it can save
money," he said.
The company looks at India as an important market and a resource base
for its global operations, he said. "We are very pleased with the
talented workforce here. We have had great success in Bangalore and
Hyderabad." While the company expands its contact centres and
research and development centres in India, it has no plans to set up a
manufacturing base here because of the market conditions.
"We do not have a manufacturing facility in every country we sell
in. For setting up a manufacturing base, a large market, good supply
base and export-import environment is necessary. We do not have that
environment in India," Dell said. — PTI