| Out-sourced already One of the reasons I left BellSouth Fast Access (beside connection issues) was because their Tier 1 tech support is in the Phillipines. I had major problems understanding and getting myself understood when I would call in with a problem.
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Comcast HSI, Huntsville, Alabama |
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| Really? I've spoken to several people within the Digital Services Group and they have no problem understanding and communicating with the Philippine Call Center (Help Desk). Unfortunately, their opinion of the HD in India is quite different and quite negative. |
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| said by ColdFiltered:Really? I've spoken to several people within the Digital Services Group and they have no problem understanding and communicating with the Philippine Call Center (Help Desk). Unfortunately, their opinion of the HD in India is quite different and quite negative. Hmm I know the first couple of times, the people sounded like they had an East Indian accent, and finally one time I was having major difficulties understanding the gal, so I asked, and she said they were in the Phillipines. So they are in both??
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Comcast HSI, Huntsville, Alabama |
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| It is quite normal for operations like this to touch base both in New Dehli (India) and Manila (Phillipines), as it is cheaper to run the operations out of India than it is to run it from the Phillipines.
They will attempt to route the very basic issues to India, whereas the more complex will be routed to the Phillipines where the linguistic skills are much more sophisticated than it is in India.
Essentially, it is all about the dollar.
India -- very cheap, low quality
Phillipines -- cheap, medium quality
United States -- very expensive, medium to high quality |
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