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HP plans tech support overhaul
New call centres and expansion of Instant Care programme
Shaun Nichols in California, vnunet.com03 Mar 2008
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HP is planning a
major overhaul of its technical support systems, including new call centres and
a new training programme.
The vendor estimates that the new system will be able to serve customers in
132 countries in 31 different languages.
HP plans to recruit 1,000 service agents for new call centres in Alabama,
Missouri and Oregon.
The company also plans to rebuild the computer systems it uses for tech
support to handle the expansion of HP's Instant Care programme.
Instant Care allows support staff to remotely access users' PCs to
troubleshoot and perform repairs. The system will also allow staff to email
users with support information and articles.
Tara Bunch, vice president of consumer customer operations at HP, said: "
This is the first of many improvements from HP that you will hear of in the
coming months."
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