Overseas outsourcing SUCKS

Do you even know what you are talking about? What someone pays has nothing to do with it. If I'm hosting with an american company I expect to receive customer support in English.

 

Hello

Well whatever anyone says facts are facts and everybody can confirm it by reading stats on the internet / news / or just simple observation of the IT industry.

India & Pakistan plus alot of other south indian / asian nations are contributing to the BPO biz and the north american indusry / european industry is driving it plus acknowledging it as well.

Well it all has to make business sense and BPO is doing just that.Ofcourse in every aspect of life there are two sides to a picture.So their are good companies and not so good ones.

Or let me put it this way....Most of the people on the planet hate windows and love linux but we all use windows and necessity causes us to use linux as well.

So face the truth and work your way around it.

Life indeed isn't fair otherwise it wouldn't have been so much fun and excitement.

Thanks

 

I paid more for my Dell Latitude than I would have for a Dell Inspiron, largely because Latitude support is in Texas and Inspiron support is overseas.

 

The fall of customer service fell well before it was outsourced though. The problem is you are talking to someone reading off a script these days.

I remember a time when the person answering the phone had actually seen and used the product themselves at one time (If you were lucky, they were even a technician)

Once you add a language barrier, you are further doomed.

 

In time, the level of service will increase dramatically--assuming the turnover rates are not too high. That is not too likely, if as Ajeet says, they are high school "passouts" making more money than their degreed friends.
The level of service will increase because the English spoken by the call center employees will shift toward what they hear on the phone. Its almost as though they are learning a 2nd language.
I doubt the smiling people on the end of the phone enjoy hearing...wot the fuck did he just say for 10-12 hrs at a time.

 

The other factor here is that companies with terrible tech support will eventually pay another price, lost customers. I make it a point not to use companies that have call centers in India. I have more and more small business customers who complain about terrible tech support from vendors.

The problem for them is that they aren't technical. Small business cannot afford the time it takes to deal with bad support for products they need to run their companies. I see the need for large companies to increase margins by cutting costs but there has to be a backlash. Big business will have to realize outsourcing is costing them business in the long run.

 

In my careers as a CTO, I've twice been required by the board to outsource development to India. It was an absolute disaster both times. I'm sure this subject has been beaten to death in other forums, so I won't go into details.

I've got nothing against India, and I'm confident it's the same in other developing countries like China and even Eastern Europe. You just can't expect good results when your workers don't give a rat's ass about your company, they don't communicate well in your language, they don't understand your market, their only goal is to take your money, and they have half a world of buffer zone.

 

You just can't expect good results when your workers don't give a rat's ass about your company

Well said...

 

Looks like you are the one who doesn't know what you are talking about.

"I paid more for my Dell Latitude than I would have for a Dell Inspiron, largely because Latitude support is in Texas and Inspiron support is overseas."

Best Regards,
Surfup

 

BPO is an un deniable reality

Thanks

Fahad

 

LOL, I remember a time when I could call Cisco for technical support and I could get a direct line to one of their development scientists who could assist me in figuring out how to connect 2 buildings via wireless lans with "bridges".

Now? Good luck