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.
GO FOR GOLD AND REPRESENT YOUR NATION!
The 2018 13th annual Top Ranking Performers Global Awards are open until 31st Dec 2017
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
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
Today's Tip of the Day - Information Gathering Saves Your Company …
More Editorial From Dell
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
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
ConSol Limited is a provider of Contact Centre services, Customer Management Solutions and Business Process Outsourcing (BPO) to the Information Communication Industry in West Africa. ConSol bridges t...
|Bright Pattern Inc|
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers n...
global provider of contact center services and back-office processing