This is a sad anecdote from Dell’s Help Desk operation in Mumbai India - “if only Michael Dell knew’.

 

The intro is written July 11th 2004 by Niels Kjellerup Publisher & Editor of The Call Centre Managers Forum.

 

Once upon a time Michael Dell took a personal interest how his customers were treated; he knew instinctively, that helping a customer make a pc work was the first step in the next sale.

Today such activities are delegated to the CIO Randy Mott who displays little understanding of the importance of the sales process and how the customer experience is enhanced. The Mumbai Help-desk is clearly run by incompetent Managers, who manages their staff using Idiotic Vendor Measures rather than focusing on giving the help desk reps better processes and enhancing First Call resolution ( see research on First Call Resolution here).

This story tells us in simple English why a call centre, such as Dell’s Helpdesk in India, has skyrocketing staff turnover & how bad management practises help isolate and remove Service Delivery from the business model (read the article Soviet style management principle). The fact that Customer Interaction has been relegated to the Chief Information Officers domain- ‘It’s only a help desk function, isn’t it’; soon probably within 12 months the Help desk customer interaction will be seen as a cost on par with office cleaning and garbage removal rather than an investment in future sales.

Then Dell will be confronted with a serious flaw in their business model. That's why I say “If only Michael Dell knew”.

 

The Story:

“Hi Niels
 Here’s what happens at Dell tech support Mumbai India could anything get worse?
Dell CIO Randy Mott said in an interview that the Bangalore center was unable to deal satisfactorily with the volume of calls generated by the rapid growth of those product lines.
Now at Dell support the level 2 technician and the team leader say quote:
"GET YOUR AHT (average handling time) DOWN NOW!!!! try anything to get rid of the customer LIES (‘talla’ is lies in Hindi) YOU WANT JUST GET RID OF THIS CUSTOMER WHOSE TAKING UP SO MUCH OF THE CALL TIME
  Schedules rule. There are few - if any - allowances for time off, even for doctor visits, sick days or handling family emergencies.
NO OFF EVEN IF YOUR SICK IF YOUR SCHEDULED YOU HAVE TO BE PRESENT YOU NEED TO COME EVEN IF YOUR SICK ILL BE LENIENT WITH YOU ON YOUR SICK DAYS BUT YOU STILL NEED TO TAKE CALLS
you get a lwp (leave without pay) for the day your sick and your are rostered for an  extra  6th day the next week for which you work free no pay for that 6th day

Tardiness is counted by the minute.

YOU WERE ON A BIO BREAK (RESTROOM BREAK ) FOR MORE THAN 5 MINUTES!! THAT IS NOT ACCEPTABLE, NOT FILLING AN APOLOGY LETTER, TAKE THE CUSTOMERS NAME, THEN TELL HIM YOU WILL CALL HIM BACK (NEVER WILL).
L2 (level 2 tech) TAKE 2 OUTBOUND CALLS (TAKE THEIR NAMES, THEN CALL BOTH BACK AT THE SAME TIME)

Typically, a combination of about six absences or incidents of tardiness in a year is grounds for termination.
Everything is logged. Agents must account for every second of the workday, including time for scheduled breaks and restroom breaks. A reason must be given if a restroom! Break takes more than the allowed three minutes.
ZERO AUX =NO BREAKS AT ALL NO RESTROOM BREAKS!!
Monitoring is done without the agent's knowledge, and the agent is corrected without being given the chance to play back the taped call.
NO VCI, DON’T EVER DO THAT AGAIN OR YOU ARE OUT!! ACCEPT THE RESULT OF ILL ESCALATE THE MATTER
VOICE COACH AT WIPRO
Performance problems are pointed out and a remedy is not suggested.
Agents are seen as replaceable.
NO LEAVES DO WORK 12 HOURS A DAY 2 HOURS FREE 8 DAYS A WEEK LEAVE WE DON’T CARE,
quote you don’t meet the 19 parameters set by dell your out

Training is often limited to a week or less.
Favouritism rules. Some team members are allowed to slack off, while others pull a heavy load.
YOU BECOME AN L2 IF YOU WERE THERE FOR MORE TIME THAN THE OTHERS

Agents aren't allowed to slouch in their chairs or move about in their cubicles during their shifts.
HEY YOU HAVE BEEN IN ACW (after call work) FOR A MINUTE GET BACK !! TAKING CALLS
-----CCOD WIPRO
 Dell parameters
e-survey
1 call c-sat, if the customer replies to the e-survey that this is the first time they have called and they rate the question a 1 the agent is out
even when the reason the customer rates the question a 1 is because oh the long wait times. NOT the tech support
ARR agent resolution rate = the customer should not call for 7 days!! for any reason
RDR no part should be dispatched the 2nd time in 15 days
Now you need to device ways not to send parts and not to get the customer to call for 7 days
A tech support agent at Dell (Mumbai) in India works anywhere from 12 hours to 16 hours 9.30 mandatory but with 28 call mandatory with each call going for more than 1 hour and call back so that the customer doesn’t call back for 7 days.”

 

Name withheld to protect the brave Rep who sent me this story.

 

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