Dell moving some jobs back to U.S. Cox News Service AUSTIN - Dell is returning some technical-support jobs from India to the United States. The new U.S. employees will provide phone-based tech support for business customers, who account for the bulk of Dell's revenue. Dell employees in India have been answering some of those calls. Calls from individual customers will still be routed to call centers in India. ``We felt a little noise and angst from our customers, and we decided to make some changes,'' said Gary Cotshott, vice president of Dell's services division. ``Sometimes, we move a little too far, too fast.'' ``What (customers) said was, `You guys have been changing some things, and we don't like it as much,' '' said Steve Felice, vice president of Dell's corporate business division. It's unclear how many jobs the move might create; Dell executives would say only that jobs will be added at call centers across the United States.
It's known as "onshoring". Verizon has also been doing this. HP should be, since reportedly one of the biggest complaints to the "tell Carly (Fiorino)" mailbox has to do with customers upset about having to get their support from "##@#$@ furriners". You see this most often when the cost savings of offshoring have been negated - either because the offshore sites couldn't offer the anticipated savings or because the customers are revolting, leading to lost sales (or at least the threat thereof).
Customer surveys are for companies who didn't pay proper attention to begin with.