Dell International Services is the support and services division of Dell Inc., the large American computer hardware company, with operations in India (Bangalore, Hyderabad, Chandigarh), Europe (Bratislava, Dalian), Latin America (Panama City, Morocco, San Salvador), Canada (Edmonton) and the Philippines (Pasay City, Quezon City).
The Dell International Services Program offers the security of knowing you can receive service and support when you travel with your Dell laptop outside your home country. To qualify for international service, you must purchase the Next Business Day On-site Response Service.
There are three methods for engaging technical support when travelling internationally:
* Call the call center of the country in which you're travelling * Call the call center of your home region while abroad * Call the International QueueThe call center that you contact will perform a problem diagnosis. If repair is needed, the phone technician will arrange for service by contacting the Dell call center in the country where the customer is located. A dispatcher will contact the customer and arrange for service.
Dell selected Pasay City for its first Philippine Contact Center site, at the SM Mall of Asia Complex.
Dell announced on October 19, 2005 it will establish its new customer contact center in the SM Mall of Asia office complex in Pasay City, extending its Philippine presence to two locations - a recruiting and training center in Makati City, and the new facility in Pasay City.
Dell selected the Philippines for its new customer contact center because of the strong language and communication skills of its workforce.
The Pasay City contact center opened in February 2006; and provides service and technical support to Dell consumer customers in the United States. Recently, Australian and New Zealand customers have been added to the scope of support.
Michael Dell's Message on the Inauguration of the Pasay Contact Center
Dell Keeps Growing in the Philippines
March 21, 2006
This week, I joined the Dell team to officially open our new customer contact center in the Philippines and announced that we'll double the number of jobs at this state-of-the-art site in Pasay . I met with our great new team, and they demonstrated their determination, excitement and focus on delivering what Dell is known for – technology that customers’ value combined with the best possible customer experience.
Michael Dell
Services provided by Dell International Services
- Customer Care
- Hardware Warranty Support for CTS, XPS, SMB, ANZ
- Dell Financial Services
- Chat Support
- Email Support
- Spanish-speaking Support
- Dell on Call
Dell Pasay Contact Center: Countdown
- August 2005 - Dell announces plans to open a Customer Contact Center in Philippines:
Plans include hiring 700 employees for technical support and customer service for consumer customers in the US. Dell’s customer contact center will open in the Metro-Manila area early 2005. Meanwhile, Dell has selected a site in Makati City, Philippines, as its initial base of recruiting and training operations.
- October 2005 - Webcast involving Michael Dell and Bert Quintana Reaches Out to Philippine Contact Center Talent:
Webcast launches innovative communications campaign that integrates advertising, public relations, wireless text and email campaigns to showcase Contact Centers at the core of Dell’s business, and as a place to build a business career.
- October 2005 Dell opens training and recruitment office in Makati City, Philippines:
Dell launches the 17,000 square-foot Makati Recruiting and Training Center, a state-of-the-art training center dedicated to contact center professionals. Located at the RCBC Plaza Tower in the Makati business district, the center is equipped with labs that simulate the networked home environments and issues typical of the troubleshooting provided by Dell technical support representatives.
- November 2005 Dell Executives Rajan Anandan and Bert Quintana host series of meetings showcasing and discussing the unique role and career opportunities in Dell’s Customer Contact Centers:
Dell begins pre-employment interviews and testing for leaders for its Pasay Contact Center
- December 2005 Dell graduates first team of contact center leaders:
Dell’s first Philippines team completes Dell’s specialized technology training. Composed of experienced customer contact center agents, the founding team members represent Dell’s commitment to delivering one-to-one customized and superior customer experience. Dell’s relationships with its hiring partners as well as its innovative communications have helped it secure more than 3,000 resumes, filling its recruitment pipeline until the 1st quarter of 2006.
- January 2006 Dell joins job fairs at key Philippine universities and Initiates a University Relations Program:
In order to further attract talented young people with a customer and technical background, Dell launches a special University Relations to attract talented young people looking to build a career with a global business leader.
- February 2006 First call is made from the new Dell facility in Pasay City, Philippines:
Dell’s 145,000-square-foot, state-of-the art Pasay City contact center is a premier tenant in the new SM Mall of Asia complex. The facility is equipped with some of Dell’s most sophisticated training and the company’s latest tools for solving customer issues, including its new “TechConnect.”
- February 2006 Dell and new team members join forces to contribute to Landslide disaster on Philippine Island of Leyte:
Dell employees provide time and donations to raise much needed money and relief supplies to help victims of a massive landslide that buried one whole village in the southern Philippine island of Leyte. Dell has prepared more than 60 donation sacks filled with food. This is augmented by donations from the leadership team matching the actual value of employee donations.
- March 2006 Dell announces appointment of Michael Garrison as Philippine site leader and Recruitment Succeeds in Competitive Market:
Dell’s Philippines Customer Contact Center reaches 300 team members, on the phones and in training, as the company barrels full speed ahead with a resume pipeline nearing 6000 for the projected 700 person team it seeks to put in place.
- March 2006 Michael Dell inaugurates Pasay City Contact Center and Announces Plans to Expand Team in the Philippines:
More than 300 new Dell employees hired in the Philippines joined Dell Chairman Michael Dell, Philippines President Gloria-Macapal Arroyo and business and community leaders to open Dell’s newest customer contact center at the SM Mall of Asia. Mr. Dell announces that the company plans to create about 700 more jobs than originally expected in Pasay, bringing its projected employment to about 1,400 people. Dell also announces a $15,000 donation to the Pasay City East High School in the form of personal computers and volunteer support to help the school set up a technology lab.
- March 20, 2009 Exactly three years after Dell Pasay Contact Center's Inauguration:
Dell ceases operation of the Pasay Contact Center. Sellouts to Teleperformance. Announcemnt was made at the Town Hall by Ganesh Lakshminarayanan and Jaideep Pradhan.
Sellout to Teleperformance
Battered by falling sales and the global financial meltdown, US-based computer maker Dell has decided to sell at an undisclosed price its call center site at the SM Mall of Asia in Pasay City to call center operator Teleperformance.
It was a painful end for the Pasay facility since it was Michael Dell, the company’s founder and CEO, himself who inaugurated the site just three years ago in his first visit to the country.
Dell’s other call center facility in Quezon City "is not part of the sale," a statement from the company said. The Pasay site provides consumer tech support for the US and Australia-New Zealand, while the Quezon City facility caters to commercial business clients.
The announcement, made on March 20, said "jobs will remain in the Philippines," meaning the estimated 1,000 employees at the site will be absorbed by Teleperformance. The affected workers, however, have the option to accept or reject the job offers expected to be made by Teleperformance.
Although it has been handling Dell accounts in its other locations, the deal will allow France-headquartered Teleperformance to provide call center services to Dell for the first time from its Philippine site. Teleperformance currently operates facilities in 46 countries and reportedly the 150th-largest private sector employer in the world with more than 88,000 full-time equivalent employees.
Ganesh Lakshminarayanan, vice president of Dell global consumer services, the company remains committed to the Philippines directly through its various operations at the Quezon City site.
"We appreciate the contributions of our Pasay team and will do all we can to make the transition seamless. It is a mutual win that our Pasay team will continue supporting Dell customers through Teleperformance," he said in a statement. Brent Welch, CEO of Teleperformance U
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