US based call centers have always used their employees' familiarity with the American twang as an edge over offshore based entities. The problem is, it costs the outsourcers more than double to use their services. In addition, most of the clients are said to be comfortable with the foreign based customer service agents.
Despite that, a manufacturer cannot take the risk of alienating its customers. All their requests and even "whims" should be accommodated, as much as possible.
In order to address such a predicament, one pc manufacturer - DELL is offering the services of US based call centers at a price- $13/month.
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