Fri. May. 18, 2007
The IdeaStorm community has suggested a variety of
ideas about how Dell can improve our global call center network and the
service and support that we provide to our customers. We agree with
those of you who say that we haven’t done as well as we could in this
area, but we’re making some good progress – and we have some updates to
share with you, based on your feedback.
- In the coming year, we will continue to
increase the number of support team members in our consumer technical
support group in North America. We expect to have approximately 2,000
consumer agents in North America by mid-year, as a result of the
addition and continued growth of our customer contact centers.
- We
understand that first and foremost, customers want resolution to their
problems. However, there are times when accent and pronunciation can
also become an issue. So, we are focused on improving resolution and to
further improve the support experience, we have recently implemented
new English-language verbal and written fluency testing as a part of
our hiring process. If candidates do not meet our improved language
standard, they are not hired into Dell.
- We've
recently done a number of other things to improve our service and support, and
we hope you are starting to see the difference. Read today's Direct2Dell
post by Dick Hunter, Vice President of Consumer Customer Experience and
Support, for more on improvements Dell has made in the last six months, and
what the early results look like so far.
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We are also exploring some interesting ideas
that we think will help improve service and support – and we’d like
your feedback on them:
- Geeks to Grandmas: Service Customization.
We’re considering the idea of allowing customers to self-select their
service queue based on their own technical capability, such as
"Advanced Computer Knowledge," "Intermediate," or "Beginner," further
customizing the support experience.
- Hello Again: Dedicated Teams
. We’re exploring a dedicated team approach for customer support, where
a customer would interact with the same people whenever they need
customer care or technical support.
- I’ll Pay for It: Price Packages by Service Level
. We’re thinking about an option to allow customers to "buy in” to
differentiated packages of service, including from where they choose to
have the service delivered.
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These ideas we’re considering are based on
your feedback. We hope you’ll continue to suggest new ways Dell can do
a better job with service and support, and let us know what you think
about our progress. Click here to vote and comment on the three ideas listed here.