Running a customer service center in India: The Dell Experience

Dell India’s Operations Head in India Romi Malhotra talks about moving of Dell’s Customer Service operations to India and the lessons that Romi has learnt over the years that they are using.

• Dell Computer says that it is so encouraged by the talent it is finding in India that it plans to double its workforce there during the next four years.
• Romi Malhotra, the director of Dell’s Indian operations, has led the development of three call centers in India over the past five years. In this interview, Malhotra talks about the lessons he learned in recruitment, retention, and career development—lessons that have made Dell an employer of choice in India’s competitive labor market.
• If the first phase of offshoring involved learning how to find and train the right people, the second phase has been about learning to unleash their energy and skills so that Dell’s Indian call centers become global leaders.
• In the future Malhotra expects the impact of India’s workforce to grow significantly—beyond support and toward innovation and leadership.

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