HP sets up India call center. (Don't worry. This is good for us.) [View All]

[Renew Deal]

Bangalore center will offer post-sales support to U.S. customers

By John Ribeiro, IDG News Service February 11, 2004

BANGALORE, INDIA -- Hewlett-Packard Co. (HP) has set up a contact center in Bangalore that will offer post-sales support to U.S. customers of its consumer products, according to an executive of the Palo Alto, California-based company.

This is the first time that HP is setting up a wholly owned contact center for post-sales support of its consumer products sold in the U.S., according to Mohan Garde, vice president of HP's Imaging and Printing Group (IPG) Americas Customer Operations, who added that the center will also serve as a research and development (R&D) facility for developing and testing new support processes and technologies.

The Bangalore center will offer all after-sales support, including tech support, for all of HP's consumer products. "Our support is self-contained, and we will have multiple layers of experienced people in this organization, so that the (call) escalation path will be within the center itself," Garde said.

The center, which will have 600 staff by June, will offer voice-based support in English to start with, according to Krishnamurthy Purushottam, director of the new center. "Down the line, we plan to also offer e-mail or chat-based support," Purushottam added.
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