I worked for a Dell outsourced tech support center in America (Sitel, then ClientLogic). We only handled "busines" lines. In reality, it's a mix of business and

I worked for a Dell outsourced tech support center in America (Sitel, then ClientLogic). We only handled "busines" lines. In reality, it's a mix of business and consumers who used an employee purchase program. Systems are given a company number (might not be the correct name). The company number determines if a support queue handles that system. If it's not your numbers, transfer. This was circa 2005-2007. I was in the pilot program for chat support in America. Dell did not directly manage agents. They give a call center average metrics and it's up to the call center to hit them. Call centers are terrible places and want to cut corners and make money. 1 in 10 agents on our floor could actually fix your computer without help. Level 2 agents walk the floor to help the level 1 agents. We did not have scripts past a greeting and maybe a closing. I don't think it was required, but you just start doing it. There's an internal support decision tree from Dell. Once you follow it enough, you learn the shortcuts. For example, if a customer says they swapped a part to a new system and the problem follows the part, we can skip troubleshooting and replace. Parts are split into cru and fru (customer vs field replaceable units). We tried to get customers to work with crus. Crus wouldn't get on site service. It can happen but takes approval. I never heard of a quota around this. Second tier escalations were handled in house. That was me for technical and sometimes the customers bad day. I don't remember if there was a third level of escalation that got you to dell if you were out of technical options. If you were out of warranty by more than a grace period, I was your last stop. Consumer systems are not as good as business grade. That's why their standard warranty is shorter. Business systems are easier to work on. There is a level of support above business if you spend enough money where we will have a part leave the warehouse in 4 hours (maybe less). Usually, these companies have their own company numbers and presumably better agents. I only buy Dell Latitude and above, though would consider business products from other companies. I buy them for my "business" which doesn't need any kind of proof.