Dell is reportedly making more staff cuts, this time at one of its Ottawa call centers. According to a report in London Free Press, dozens of employees at one of Dell’s call centers in Ottawa will be given pink slips sometime in the coming weeks. But the bigger blow is that Dell has decided to scrap its plans to add 1,200 seats to its call center operations in the province.
Dell representative Jess Blackburn told London Free Press that the cuts are “part of Dell's global review of its business operations and efforts to consolidate and reduce our costs of operations around the world."
For the past few years, Dell has opened one call center after another, the philosophy apparently being that opening more centers, rather than improving the quality of service, was the best strategy for boosting c-sat … but now it appears the tide has turned, and lately I’ve seen more announcements about Dell call center closings, rather than openings.
This particular report makes me wonder if the current unfavorable exchange rate on the U.S. dollar in Canada had something to do with Dell’s decision …
Not to go off on a tangent, but another thing I always wonder, when I read these reports, is whether self-service solutions and other channels for contact, such as email and Web, are gaining favor among consumers and are therefore starting to have an impact on staffing levels …
Dell representative Jess Blackburn told London Free Press that the cuts are “part of Dell's global review of its business operations and efforts to consolidate and reduce our costs of operations around the world."
For the past few years, Dell has opened one call center after another, the philosophy apparently being that opening more centers, rather than improving the quality of service, was the best strategy for boosting c-sat … but now it appears the tide has turned, and lately I’ve seen more announcements about Dell call center closings, rather than openings.
This particular report makes me wonder if the current unfavorable exchange rate on the U.S. dollar in Canada had something to do with Dell’s decision …
Not to go off on a tangent, but another thing I always wonder, when I read these reports, is whether self-service solutions and other channels for contact, such as email and Web, are gaining favor among consumers and are therefore starting to have an impact on staffing levels …
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