Daily News 2003/12/12

Dell cut down the scale of Bangalore call center in India

。。Reported by associated press of American on Nov., 25th, 2003, Dell which is manufacturer of computer decided to cut down the scale of its oversea call center in Bangalore, India. Jon Weisblatt, the spokesman of Dell, said: "Customer is dissatisfied of the support services level provided by Bangalore call center. For the sake of to change the present condition, we made a decision to handle these services at the United States call center still."

。。Some expert thought that Dell has not a whole global strategy about its call centers.

。。This was a typical example that the oversea call center failed. We noticed that a lot of multinational companies just concern how to cut down the service cost but did not treat their oversea call center as a worldwide resource. The many experience tell us, do not use the oversea call center to provide services for the country inside current customer.

Witness Systems helps the small-scale enterprise to promote recording ability

。。Witness System (NASDAQ: WITS), the world leader software and service provider in optimizing the performance of enterprise, announced that the newest ContactStore -- " Express" has appeared on China market for small-scale enterprise in Beijing, Shanghai and Guangzhou on Dec. 10^th, 2003.

。。The product added the strong and convenient whole process recording
function in the recording and optimizing performance software used in call center.

。。Meanwhile, it reduced down the needed techniques in traditional and IP telephone environment.