News : Dell is Now ‘Listening’ from Bengaluru Through Social Media Centre
Bengaluru, India, Nov 03, 2015 -- Dell’s new 24/7 Social Media Listening Center has opened in Bengaluru. A four-foot high traditional Indian lamp, dressed in marigold and an assortment of flowers sits bang in the middle of the 5000-sq ft room. Surrounded by nearly 100 work stations, the lamp stands like an out-of-place decoration in a room that was built to listen. The main wall is overlaid with a 10-foot-by-30-foot flat television screen comprising 30-odd flat panels. From this room, 75 Dell engineers address an assortment of queries coming in about Dell products from 60 countries.
This is not just another call centre set up to address the Dell customers screaming for help in almost every language spoken in the world. It is a listening centre and chatter is happening on Dell’s pages on Facebook, Twitter and Google Plus, three of the most used social media platforms in the world. On the big screen, colourful graphs and "speedometers" come alive with action, summarising the collective temperament of Dell customers from around the world – all real-time.
While this is a first in India, similar centres operate out of the US and China and two more are planned: one in Slovakia and another in China. The Bengaluru facility has been made the nerve centre that controls the entire network.
Schmitt says the reason for fast-tracking Bengaluru’s promotion is not about cost arbitrage that most outside Dell would be quick to assume, but the team. The Bengaluru team that runs this listening centre are engineers handpicked for their experience in the Dell family and who understand the essential DNA of Dell – to listen.
Posted by Veronica Silva Cusi, news correspondent
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Dell was founded in 1984 by Michael Dell on the simple concept; that by selling computer systems directly to customers, we could best understand their needs and efficiently provide the most effective computing solutions to meet those needs. Established in Ireland in 1990., Dell is Ireland 19s largest exporter, *largest technology company and its second largest company overall**. Dell has two locations in Ireland - a European manufacturing facility, based in Limerick and a European Business Campus, based in Cherrywood, Co Dublin. Dell promotes and values continuous learning and has driven Business Process Improvements (BPI) into all elements of its operations in Ireland. The approach has been to educate employees to think from the customer perspective and to use a methodology and toolset to improve everything they do.
Published: Wednesday, November 4, 2015
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