The following message is a repeat, but I wanted to start a seperate Dell thread.

Here is some things I have learned about the new call center now that I am a Dell Employee.

The center is schedualed to open in August. It will consist of four buildings in a campus setting. each department will have their own building with the agents having their own office.

Sales and support. The business sales center and the consumer sales center will share a building with sales support personnel such as internet people.

Technical and customer support will share a building along with their support personnel such as internet people.

Call distribution and direction. This department is brand new to Dell and Oklahoma City is the only city in the wrld with this department. I will have a seperate paragraph on the function.

Operations and Administration. Self explanitory. This will house upper management, personnel (human resources for those who insist on yuppie terms), and other functions.

Distribution and direction take the place of the automated answering devises that prompt you to press a number, then send you on a roller coaster ride. This function is done live.

The trainer said Dell surveyed customers who said they wanted a live voice. We have a computer program that advises where the call is to be transfered, thus reducing incorrect transfers by a large number. Sometimes, a customer may say they want customer care (as it is called by Dell) when they really need tech support, or the reverse. The computer program solves this problem.

This is my department. We have about 50 voice agents plus "coaches" and management, so far, but that number is expected to grow.

I thought you might want to know what is up, and what inovative steps Dell likes to take to make it easier on the consumer with getting you where you need to be.