Dell's customer centre in Gurgaon to ramp up head count to 2,500

Gurgaon, Oct 5 (UNI) Global IT major Dell Computers is all set to expand its head count at its fourth customer contact centre here to 2,500 employees from the present 800, with the inauguration of its new facility, which is under construction.

Operations in the centre in Gurgaon began in June this year.

As our business grows globally, there is a constant need to increase our global services network to support our customers,'' Dell International Services MD Romi Malhotra said.

The new facility in Gurgaon will play a significant role in enhancing customer experience even as the company scales up operations in the country, he added.

The customer contact centre at Gurgaon currently handles three processes -- technical support for Dell's customers in the US and EMEA (Europe, Middle East &Africa), and product sales to customers in EMEA.

More processes will be added after operations shift to the permanent facility.

Since establishing its first customer contact centre in India at Bangalore in 2001, the company in India has pioneered processes and practices for technical support, call planning and staffing, and provided frontline support to Dell customers around the world, regardless of product, time or location.

The second and third centres were set up in Hyderabad and Mohali in 2003 and 2005 respectively. Operations in its fourth customer contact centre in Gurgaon began in June 2006.

Employees in these centres offer multiple services to various Dell business segments, including sales, technical support, customer care, e-mail support and global financial services.

Dell currently employs over 12,000 people in India, the second largest employee base for Dell outside the United States.

Dell has also set up a global R&D centre in Bangalore, focused on development and testing of Dell's enterprise product line.

Last month, Dell announced the setting up of a manufacturing facility in Tamil Nadu.

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