Dell will open a customer contact center in the Metro-Manila area early next year to provide technical and customer support for consumer customers and has selected a site in Makati City, Philippines, as its initial base of recruiting and training operations.
Dell plans initially to hire and train approximately 700 technical support and customer service agents and will begin recruiting for 70 key leadership and administrative positions by the end of this month. Dell expects to begin recruiting and hiring technical support specialists in November from new offices in the RCBC Plaza Tower in Makati City. The company will complete due diligence this fall on a location for its contact center, which is scheduled to begin operations in February 2006.
Dell selected the Philippines for the customer contact center expansion because of its high-quality work force with strong language and communication skills. The Philippines has approximately 100 contact centers, more than 200 colleges and universities and more than 650,000 college students. Dell, the world's largest computer systems company and America's Most Admired company, has consistently led its industry in phone-based personal computer technical support services for customers. It has expanded its customer services capabilities from hardware to include software and applications services such as assistance with virus and spyware issues. Dell also has expanded its customer support channels to include online, such as the Dell Community Forum, e-mail and chat in order to give customers multiple, convenient ways to access technical support.
Dell's customer contact center network today extends to more than 30 dedicated locations around the world that provide support anywhere in the world any time of day. The company is using its business process improvement expertise, gained in supply-chain management and manufacturing, in its contact center operations to give its customers customized products and services at the best possible value.
"As we grow our business, there is a continuous need to hire the best technical support expertise we can find to give our customers the best possible computing and entertainment experience," said John Hamlin, senior vice president, U.S. Consumer. "Our team in the Philippines will help us continue to extend our services capabilities."
To apply for a position with Dell in the Philippines, candidates should visit the Dell Web site at www.dell.com/manila.
