Daily News 2004/02/26

HP sets up the call center in India and want to improve customer service quality

　　The spokesman of Hewlett-Packard expressed a few days ago, this company sets up a telephone service center in Bangalore of India in the past several months, in order to serve for the American customer that they are use the Hewlett-Packard products. The spokesman shows that this action is not to turn the working opportunity to abroad, because the relevant work has been under the care of Indian company all the time before this, setting up new service center is for directly controlling under Hewlett-Packard and offering high quality service to customer. This center faces the camera and computer user of HP mainly.

　　A lot of highs scientific & technical corporation of U.S.A. all turn a lot of technical business to low cost countries, such as China and India, etc. High-tech staff's salary are very low in there, Hewlett-Packard is one of them. But not all of the services of Hewlett-Packard's consumption products to be finished abroad, HP still utilizes many cooperative companies of U.S.A. and Canada to offer service to their U.S.A.'s domestic English user, the quantity of staff of these departments has more than 4000.

　　The service quality of overseas technical support still has different versions at present. Before this the customer service center of Dell in Bangalore was closed because of receiving the complaining from customer.

There is 78% of the call center to adopt IP system in the Asian-Pacific area in 2008

　　According to the studies of Frost & Sullivan, already more and more call center are adopted IP solution in the Asian-Pacific area to improve working efficiency, the market of IP call center in the Asian-Pacific area will continue expand. The speeds that traditional voice system of call center upgrades to IP voice system exceed North America area, by the year 2003, 12% of the call center adopted IP voice system in this area, only 7% of the call center used this technology in and North America.
Frost & Sullivan thinks, 78% of the call center will use IP voice system in the Asian-Pacific area by 2008, and is 70% in North America. Demonstrate that the development in IP call center of the Asian-Pacific area has sizable leading advantages.