Re: Offshore Telephone Technical support to India

From: Rob Young (young_r_at_encompasserve.org)
Date: 07/19/05 

Date: 18 Jul 2005 20:21:54 -0500

In article <42D89B93.AD3F158E@mist.com>, GreyCloud <cumulus@mist.com> writes:
> Jeff Cameron wrote:
>>
>> I'd like to gauge the reaction of all of you. How would you react to a
>> company that you were used to giving you great OpenVMS technical support
>> over the phone, announcing that they were sending that technical telephone
>> support offshore to India?
>
> My experience with technical telephone support in India is
> an excercise in linguistic futility and frustration. It
> would give the company a bad reputation.

        I sometimes wonder what is going on with this strategy.

        Dell tried and failed:

http://seattlepi.nwsource.com/business/aptech_story.asp?category=1700&slug=Dell%20Call%20Centers

Monday, November 24, 2003 7 Last updated 1:23 p.m. PT

Dell to stop using tech support in India

By APRIL CASTRO
ASSOCIATED PRESS WRITER

AUSTIN, Texas -- After an onslaught of complaints, direct sales computer king
Dell Inc. has stopped routing corporate customers to a technical support call
center in Bangalore, India.

Tech support for Optiplex desktop and Latitude notebook computers will be
handled from call centers in Texas, Idaho and Tennessee, Dell spokesman Jon
Weisblatt told The Associated Press Monday. 

---
	Talked to a friend two weeks back, he tells me that the unions
	in our area don't like his grocery chain.  He points out a cash
	register attendant with a number of years at a union chain makes
	$20+ an hour.  His chain tops out cash register attendents and they
	don't make nearly that much.
	Perhaps Dell's underlying strategy (and some others given the
	horror stories) is to:
		1)  Outsource call center to India
		2)  Field customer complaints
		3)  Bring call center back at lower-cost (relatively speaking)
		    In U.S. regions Texas, Tennessee,  Idaho (Nebraska, etc.)
	Headline:
"After an onslaught of complaints,
_____ Inc. has stopped routing corporate customers to a technical support call
center in Bangalore, India."
	Why?  Get rid of those pesky folks that have been at it for 20
	years, hire a subset of the original folks that have less
	time-in-grade.  Back-fill with inexperienced but cheaper labor.  
	Just a thought - no offense to call center career folks.
	After all, could anybody *really* think this is a good long-term
	strategy in light of Dell, et al?  No!!!
				Rob

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