ROUND ROCK, Tx. (KCBS) -- Dell has heeded the call from consumers fed up with overseas call centers and is giving PC users the option to talk to someone who speaks "American" the next time they need tech help.
For $12.95 a month, Dell computer owners can buy Your Tech Team service, which guarantees that the person who picks up a call for support will be based in North America.
"There's been a backlash against the decline in customer service," explained Stanford Business School Professor Jeffery Pfeffer. In fact, the outcry against outsourcing and indecipherable accents has become so loud, it has a name: "The Bangalore Backlash."
Pfeffer said companies' decisions to send call centers overseas sent the message to consumers that the almighty dollar was more important to them than having customers have a positive experience while using their product.
Industry analysts say companies can save 50-to-75% on their call centers by exporting them overseas.
KCBS’ Margie Shafer Reports
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