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Calling Jobs Back to the U.S.
Feb 9, 2009

Now moving call centers back to the United States as a cost savings is certainly a reversal of strategy on the part of some.  This reversal seems still to be an exception.  While costs of labor and technology "off shore" have increased , it is still viewed by many companies to still be a better option.  However, it is clear that Americans are "fed up" with how they are being served from foreign soil and certain companies are recognizing the value in serving their customers better.  Read Article

But in an unfolding environment of recognizing that in off shoring customer service, companies have not enhanced the customer experience, but rather worsened it, Dell comes along , concludes as others that service can improved by providing it stateside.  However, they decide to charge customers $12.95 for the "privilege" of speaking to someone stateside about customer service issues.


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