Dell Global Center Philippines Outsourced
By Juan Dela Cruz

It looks like the end is near for the Dell Global contact centers operating at two locations in the Philippines. It seems apparent that Dell will be outsourcing their contact centers again to established outsourcers. This development has gotten some of its call center employees in a state of panic and confusion for the past two weeks.

My source from inside Dell Philippines told me that phase one of these developments has already been completed when Teletech’s Vice President paid a visit to Dell’s biggest site in the city of Pasay to ink the deal. The second round is also in the works with Dell’s second biggest site located in Quezon City being handed over to Accenture very soon. Apparently, a third site which Dell had planned to put up in the southern city of Cebu has already been shelved since another outsourcing contract was awarded to Wipro BPO which recently established in that city.

Top level management has tried to keep a tight lid on the matter so as not to fuel speculations among the ranks but one of their senior managers unfortunately couldn’t keep his mouth zipped and accidentally slipped his tongue in a one of his meetings with the staff.

These developments have gotten a lot of Dell employees worried about their own future in the company. Most fear their salary and benefits will get slashed which is often the case in the Philippines. Some managers and supervisors fear for the jobs because some positions in Dell are reportedly redundant. I speculate this might also happen in Dell’s site in India.  If it has worked in Philippines, the same model will be implemented in India.

(For questions or comments, please email me at 1delacruise at gmail.com)