In a move that runs 180-degrees counter to U.S. trends, Dell is moving some technical supports jobs back to the U.S.
The Austin American-Statesman reported Saturday that Dell was responding to corporate customer complaints; business customers account for most of the firm’s revenue.
Dell moved these jobs offshore three years ago. Some analysts may suggest this is another sign that the economy is improving, but I think that it is a stronger indication that customer support — not price — is where firms are competing in today’s homogenous hardware market.
This action reinforces the UN report on technology (Wiredpen, 21 Nov), which suggested that firms “don’t fully understand the costs and benefits” of those actions.
The Statesman noted that
A recent Stanford University study estimates that Indian call centers have picked up 200,000 jobs since March 2002. Gartner Inc., the tech research firm, estimates that U.S. information technology companies will move one in 10 jobs offshore by the end of the year.