'Call'에 해당되는 글 4건

  1. 2008.12.12 The Bangalore Backlash: Call Centers Return to U.S. by CEOinIRVINE
  2. 2008.12.11 Obama calls on Illinois governor to resign by CEOinIRVINE
  3. 2008.11.30 Iceland PM defies calls to resign amid crisis by CEOinIRVINE
  4. 2008.11.23 Palin's star burns brightly as Oprah calls by CEOinIRVINE

If you prefer a customer service agent who speaks "American," then computer maker Dell has a deal for you.

Catering to consumers put off by the accents of Bangalore, Manila and other call-center hubs around the globe, Dell will guarantee -- for a price -- that the person who picks up the phone on a support call will be, as company ads mention in bold text, "based in North America."

The Your Tech Team service, with agents in the United States, costs $12.95 a month for customers with a Dell account, or $99 a year for people who buy a new computer. It also promises that wait times will average two minutes or less. Without the upgrade, a customer is likely to get technical help from someone in India, the Philippines or the other places where Dell has operators.

By charging customers extra for a North American voice, Dell's program represents a novel strategy for easing the strains of globalization while maintaining profit, industry officials said.

Occasionally, "we've heard from customers that it's hard to understand a particular accent and that they couldn't understand the instructions they were getting," said Dell spokesman Bob Kaufman. "This illustrates Dell's commitment to customer choice."

Complaints about customer service agents based in other countries are an everyday phenomenon across several industries. For many U.S. consumers, the diverse accents that come across customer service lines constitute one of the most pervasive reminders of globalization and the offshoring of jobs. That can make personnel in the call center targets for American anger.

Companies can save 50 to 75 percent on their call centers by putting them overseas, according to industry analysts.

But getting a customer service agent with whom it is easy to communicate ought to be a service that is provided gratis, some industry analysts said.

"Most people in the customer service world believe that if you have sold me a product, then support for that product should be free," said Lyn Kramer, managing director of Kramer and Associates, a call-center consultancy.

Jitterbug, a cellphone company that markets to older Americans, similarly boasts in ads that its operators are in the United States, but it does not charge extra to speak to them. The company's television spots advertise "U.S. based customer service" and show a headset draped in an American flag.

"You'd be amazed how many customers ask, 'Where are you based?' " said David Inns, Jitterbug's chief executive. "The response we get when we say, 'We're in Auburn Hills, Michigan, ma'am,' -- well, they love it."

Although airlines, banks and some retailers have overseas call centers, computer makers have been particularly apt to put call centers in foreign countries. According to an online survey conducted by CFI Group, more than a third of respondents who recently made a call for computer support reported that the person they reached was outside the United States.


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President-elect Barack Obama on Wednesday called for Democratic Illinois Gov. Rod Blagojevich to resign, a day after Blagojevich's arrest on corruption charges.
Illinois Gov. Rod Blagojevich, left, and Barack Obama attend a 2007 rally for Chicago's 2016 Olympics bid.

Illinois Gov. Rod Blagojevich, left, and Barack Obama attend a 2007 rally for Chicago's 2016 Olympics bid.

"The president-elect agrees with [Illinois] Lt. Gov. [Pat] Quinn and many others that under the current circumstances it is difficult for the governor to effectively do his job and serve the people of Illinois," Obama spokesman Robert Gibbs said.

FBI agents on Tuesday arrested Blagojevich and his chief of staff, John Harris, on federal corruption charges related in part to the selection of Obama's successor to the Senate.

Obama's former partner in the Senate, Sen. Dick Durbin, D-Illinois, has also called on Blagojevich to step down immediately.

"Beyond guilt or innocence, the charges against you raise serious questions about your ability to carry out your duties as chief executive of our state," Durbin wrote in a letter sent to Blagojevich. Explainer: Federal complaint against Blagojevich »

Durbin also asked Blagojevich not to name a successor to Obama.

"Because of the nature of the charges against you, no matter whom you were to select, that individual would be under a cloud of suspicion. That would not serve our state, our nation, or the United States Senate,"

Even if Blagojevich named a replacement for Obama, it is unclear whether the Senate would seat the governor's choice. The Constitution gives the Senate the sole authority to decide who is qualified to serve as a senator. Video Watch whom Blagojevich has considered »

Gibbs said Obama also supported legislation that Illinois lawmakers will consider next week to authorize a special election to choose his successor. Explainer: Illinois governors in hot water »

Obama believes the lawmakers should "put in place a process to select a new senator that will have the trust and confidence of the people of Illinois," Gibbs said.

The Illinois Legislature will begin a special session Monday to consider legislation that would authorize a special election to choose Obama's successor.

Cindy Davidsmeyer, a spokeswoman for Illinois Senate President Emil Jones, said a House committee was scheduled to consider the bill Monday afternoon and then the full House would vote afterward. iReport.com: Do you trust your leaders?

The Senate could consider the legislation as soon as the next day, Davidsmeyer said. Video Watch what was in the complaint against Blagojevich »

Obama on Tuesday declined to comment on the arrest, saying, "Like the rest of the people of Illinois I am saddened and sobered by the news that came out of the U.S. attorney's office."

Obama also said he had not contacted Blagojevich about his possible successor, adding, "I was not aware of what was happening." Video Watch Obama's ties to the Illinois governor »



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Iceland's prime minister said Saturday he has no intention of stepping down over his country's economic meltdown, even as thousands of angry citizens demanded his resignation during a noisy protest outside parliament.

Geir H. Haarde said he intended to lead Iceland through a crisis that has seen the spectacular collapse of the island's high-flying "Nordic tiger" economy - and which he predicted would worsen next year.

"I think it's inevitable that we will have a severe drop in GDP, in purchasing power, in employment," Haarde told The Associated Press during an interview at his office in central Reykjavik. He said 2009 "will be a very difficult year for us."

A crowd of 4,000 to 5,000 people gathered in the bitter cold outside the tiny stone building that houses Iceland's parliament, demanding elections for a new government. Many expressed a sense of shock and betrayal at their country's sudden fall from grace.

Just last year, this volcanic island on the edge of the Arctic Circle topped a United Nations "best place to live" poll. But last month Iceland's three major commercial banks collapsed under the weight of huge debts amassed during years of rapid economic growth. Since then the value of Iceland's currency, the krona, has plummeted, businesses have gone bankrupt and hundreds of people are losing their jobs each week in this nation of 320,000 people.

"Everything's gone to the dogs," said protester Hilmar Jonsson. To illustrate the point, he came to the demonstration accompanied by a Labrador, two Chihuahuas and a silky terrier, all decked out in sweaters of the red, white and blue Icelandic flag.

Anti-government protests that began eight weeks ago have grown larger and angrier, and draw a wide cross-section of Icelandic society. Saturday's crowd included everyone from anarchists in ski masks to young families and retirees.


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ANCHORAGE, Alaska (AP) -- Oprah wants her, and so do Letterman and Leno. Fresh from her political defeat, Sarah Palin is juggling offers to write books, appear in films and sit on dozens of interview couches at a rate that would be astonishing for most Hollywood stars, let alone a first-term governor.

Sarah Palin continues to attract huge media interest despite her failed bid to become vice president.

Sarah Palin continues to attract huge media interest despite her failed bid to become vice president.

The failed Republican vice presidential candidate crunched state budget numbers this week in her 17th-floor office as tumbling oil prices hit Alaska's revenues. Meanwhile, her staff fielded television requests seeking the 44-year-old Palin for late-night banter and Sunday morning Washington policy.

Agents, including those from the William Morris Agency, have come knocking. There's even been an offer to host a TV show.

"Tomorrow, Governor Palin could do an interview with any news media on the planet," said her spokesman, Bill McAllister. "Tomorrow, she could probably sign any one of a dozen book deals. She could start talking to people about a documentary or a movie on her life. That's the level we are at here."

"Barbara Walters called me. George Stephanopoulos called me," McAllister said. "I've had multiple conversations with producers for Oprah, Letterman, Leno and 'The Daily Show."'


Asked whether Winfrey was pursuing Palin for a sit-down, Michelle McIntyre, a spokeswoman for Winfrey's Chicago-based Harpo Productions Inc., said she was "unable to confirm any future plans" for the show.

Palin may have emerged from the campaign politically wounded, with questions about her preparedness for higher office and reports of an expensive wardrobe, but she's returned to Alaska with an expanded, if unofficial, title -- international celebrity.

John McCain plucked Palin out of relative obscurity in late August and put her on the national Republican ticket. Now, she has to decide how and where to spend her time, which could have implications for her political future and her bank account, with possible land mines of legal and ethical rules.

Palin is considering about 800 requests for appearances from December through 2009, with 75 percent coming from out of state. A year ago, just a sprinkle of requests came from beyond Alaska's borders. They range from invitations to speak at The Chief Executives' Club of Boston to attend a five-year-old's birthday party, from a prayer breakfast in Cedar Rapids, Iowa, to a business conference in Britain.

Michael Steele, the former Maryland lieutenant governor who wants to be the next chairman of the Republican National Committee, is seeking face time.

She has invitations to make appearances in 20 foreign countries, typically with all expenses paid, McAllister said. She has more than 200 requests for media interviews, again from around the globe. Video Watch whether Palin has plans for 2012 »

"She has to pace herself," suggested veteran Hollywood publicist Howard Bragman. "She wants a career made in a Crock-Pot, not a microwave."

In her two months on the national stage, Palin energized the Republican base but turned off moderates and independents, according to some surveys. Flubbed answers in national television interviews raised questions about her competence. She was embarrassed by the disclosure the RNC spent at least $150,000 for designer clothing, accessories and beauty services for her and her family.

The right book or movie deal could help Palin reintroduce herself to the nation, on terms she could dictate. Video Watch Palin says she's ready to help Obama »

While books and movie deals could be worth millions of dollars, it's not clear if Palin would be able to legally earn it. State rules say she cannot accept outside employment for compensation. But there appears to be little in the way of precedent left by former governors to judge if book deals or lucrative speaking appearances amount to "employment."

Palin has sent unmistakable signals she is open to running for president in 2012, but to advance her political ambitions she must stay in the public eye in the lower 48 states. As with any celebrity, there is the risk of overexposure. At the same time, she'll be under pressure to attend to governing her home state, which is thousands of miles from the rest of the nation.

"She has to deal with the perception that she bobbled her debut," said Claremont McKenna College political scientist John Pitney. "She needs to stay home for a while. If she wants a future in national politics, her No. 1 job is doing a good job as governor."

Just this week, shortly after conducting a string of national TV interviews and skipping a state education conference, she was scolded by the Anchorage Daily News. "There are ... low graduation rates, plummeting North Slope oil prices, proposals to build alternative energy projects, the gas pipeline," the paper said in an editorial. "It's time for the governor to refocus on Alaska's needs."

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