I have worked for Dell Tech support as an outsource agent. I was a level 3 tech. I ran the ops desk and supervised level 2 tech. I was employed in 99 and 01 at stream international (an outsource support agency) While employed there I was subject to certain "metrics" such as average call time, onsite tech dispatch rate and a number of other things.
My company was paid for the fulfillment of these contract agreements NOT for customer satisfaction. We had the contract until dell found they could get the job done cheaper in India.
I will be happy to join any class action suit against dell based on faulty tech support. I'm sure I could provide a unique perspective to the situation.
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