Dell plans fourth Indian contact center

NEW DELHI: Driven by a need to address more customers from its contact center operations in India, Dell is all set to start its fourth contact center in the Indian sub-continent.

The company is in the final stage of identifying the location for this contact center and is likely to start this center within the next two months.

“Our Indian contact center operations are doing pretty well and this is reflected in the way we have increased our presence in this region. After establishing our operations in Bangalore and Hyderabad, recently we opened our facility at Mohali and now we are looking forward to having our fourth facility. We are looking at the North as well as the Western part of the country for this facility,” informed, Romi Malhotra, Managing Director, Dell International Services.

Working with close to 10,000 seats in the Indian region — once fully operational, the company's new contact center is likely to have between 3,000 to 6,000 seats catering to its global list of English speaking customers from India.

Apart from having its captive units — the company has outsourced some portion of its technical support work to five third party contact centers in the Indian region. “We follow this approach to have a proper flexibility in our operations in India. So whenever we have high demand like during the Christmas time — we can increase the capacity with our third party contact centers,” he added.

While English speaking geographies constitute the largest customer bases catered from India — there are segments like the printer support, which is being handled only from Indian contact centers. “Geography wise — India caters primarily to countries like US, UK, and Australia. But uniquely, all printer related queries are being addressed by our contact centers in India,” he informed.