Dell to Double its Philippines Call Center Operations

MANILA PHILIPPINES - Dell Inc., the world's leading personal computer manufacturer, revealed its plans to expand its call center operations to 1,400 seats from the original target of 700. The company currently employs 300 call center jobs in the Philippines.

Michael Dell, the company's founder and chairman, made this announcement on Tuesday during the launch of the company's first call center in Manila, which was attended by Philippine President Gloria Macapagal-Arroyo.

The Manila call center occupies 145,000 square foot area in the SM Mall of Asia and is part of Dell's global network of contact centers.

"This new facility is a result of the direct way we do business, and its an important investment that demonstrates our commitment to providing customers with the best possible experience whenever they contact Dell," the company executive said.

"Our new team members, working with state-of-the-art technology, are the foundation for our growth and expansion in the Philippines," he added.

Dell said that the SM Mall of Asia site will also carry some of the newest services used by the company including TechConnect. TechConnect is a web-based tool that enables employees to provide better technical and customer support by remotely connecting a customer’s computer through a broadband connection.

Using the technology, call center agents can quickly detect and help repair problems and guide customers in the removal of spyware or viruses.

Michael Garrison, the company's country manager, also announced that the company is committed to providing workplace amenities and career development opportunities. Dell is a great place to build a contact center career and achieve success in business," Garrison said Michael Garrison.

The Manila call center will is equipped with four technologoy demonstration laboratories, seven training areas, and access to a local gym, shopping and entertainment facilities. It offers a lounge fully equipped with internet-enabled computers, and a library for the use of employees.

President Gloria Macapagal thanked Dell for its decision to invest in the Philippines. She said that the Dell's expansion will help the Philippines achieve its target of 2 million call center and business process outsourcing (BPO) jobs by 2010.

To date, there are 125,000 call center and BPO employees in the country, "a far cry from the 2,000 when call centers were starting to rise in Manila," said President Arroyo.

President Arroyo cited that the increase in demand for outsourcing employees from the Philippines is largely due to the language and technical competency of the Filipino workers.

3/21/06

More Philippine News >>

Top of Philippine News: Dell Philippines Expansion


Select Philippines Travel and Business Guide

Web www.selectphilippines.com