'return'에 해당되는 글 3건

  1. 2008.12.12 The Bangalore Backlash: Call Centers Return to U.S. by CEOinIRVINE
  2. 2008.11.29 The Return of High Oil by CEOinIRVINE
  3. 2008.11.23 Nepal 'Buddha Boy' returns to jungle 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.


Posted by CEOinIRVINE
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The Return of High Oil

Business 2008. 11. 29. 10:09

In June, a couple of Dutch energy researchers released a fascinating, long-gestating report on high oil prices. At the time, oil was selling for about $130 a barrel, and the authors, neatly dissecting the market, argued that prices were only going to get worse. Just the next month, they did rise — to $147 a barrel.

But, as O and G readers know, there was good reason to argue the other way at least in the short term – Ed Morse, now shifted from defunct Lehman over to LCM Commodities, asserted correctly that we were in for a considerable price correction.

So, with prices having gone strongly down, as Morse forecast, I made a phone call to the report’s lead author – Jan-Hein Jesse, whom I met last year at an OPEC meeting in Vienna – and asked whether he thinks his thesis still holds. I.E., is another price spike coming down the road?

The answer, Jesse replied, is probably yes. The ‘probably’ covers the event that we are headed into a long, deep depression, in which case all such previously composed economic analyses are off the table, and one must reassess the facts afresh.

But if in the next two or three years we come out of recession in fair economic shape, look for another steep rise in oil and gasoline prices.

Fatih Birol, chief economist at the International Energy Agency, has been arguing the same point while making the rounds last week and this week in Washington and elsewhere. He’s been explaining the IEA’s latest World Energy Outlook, which is just as bleak as Jesse’s paper. Jesse wrote the paper with Coby van der Linde.

In short, demand in China, India and elsewhere in the developing world is probably going to roar back and outstrip supply in 2011 or beyond.

That alone will push prices back up. But oil companies also are now responding to $50 oil by shelving oilfield development projects. So, as Jesse told me, “In 2010 or 2011, we will be in the same situation as [the high prices of] last year. Then we will start all over again [in an energy crisis], but it will be much more difficult.”

One interesting observation of Jesse’s is that price no longer works as a stimulant in the other direction – high prices don’t necessarily motivate oil producers to flood the market with supply, and thus tamp down the upward motion of prices. That’s because almost all the available new oilfields are controlled by national oil companies like Saudi Aramco, Russia’s Gazprom and Venezuela’s PDVSA. Unlike oil companies such as Exxon and BP, which if they can are driven to maximize profit by producing more oil when prices are high, these national companies earn what they need from the higher prices, and let the rest of the oil sit in the ground.

In order to meet rising demand starting in 2011 and beyond, Jesse wrote, these producers – the companies and countries – will have to bring twice as much newly found oil onto the market in the next 22 years than what they did in the last 22 years. Meaning they will have to find and deliver 70 million barrels a day of new supply to the market. Almost no one thinks that is possible.

Jesse’s ultimate forecast is that the West – the U.S. and Europe – are going to have to use a lot less oil in order to make way for rising demand in China, India and elsewhere. If they don’t, he says, look for geopolitical tension, and another possible deep and prolonged recession. The coming energy shortages are bound to produce “sometimes confrontational relationships” between the world’s main oil consumers and the petro-states, the authors write.

Jesse and the IEA come to the same conclusion – the current global energy model isn’t sustainable. In order to avoid “the nasty side of oil scarcity,” Jesse and his co-author write, OPEC and other petro-states need to produce more oil, and the West needs to purse efficiency and the development of alternative energy.

Posted by CEOinIRVINE
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Nepal 'Buddha Boy' returns to jungle AFP/File – Ram Bahadur Bomjam (right), a young man who is believed by followers to be a reincarnation of Buddha, …

KATHMANDU (AFP) – A young man believed by followers to be a reincarnation of Buddha has returned to Nepal's jungles to meditate alone, police said Saturday, as scholars cast doubt on his supporters' claims.

Known as the "Buddha Boy," Ram Bahadur Bomjam, 18, became famous in 2005 after supporters said he could meditate motionless for months without water, food or sleep.

"Bomjam went back into the jungle late Friday and all the devotees have left," police officer Gobinda Kushwaha told AFP from Neejgad, a town in Bara District, 60 kilometres (37.5 miles) south of Kathmandu.

The "Buddha Boy" reappeared earlier this month after supporters said in March 2007 that he was going to meditate for three years in an underground bunker, although he was spotted on two occasions.

For the last 10 days, he has been blessing thousands of devotees who came daily to the site in dense jungle close to Neejgad.

The president of the Nepal Buddhist Council said claims by his supporters that he was a reincarnation of Siddartha Gautama, the founder of Buddhism, were not credible.

Posted by CEOinIRVINE
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