pnh102
Reptiles Are Cuddly And Pretty
Premium
join:2002-05-02
Mount Airy, MD
 ·Comcast
|  Saving Face
Outsourced tech support generally has jumped the shark and we're now seeing some of these jobs come back here.
I think AT&T wanted a way to justify this move to the shareholders. By having the union "mandate" the move, it is a means by which the executives can cover their own butts when the shareholders take them to task for spending more money.
--
Only SHATNER is Kirk. |
|
whocares
Premium
join:2003-07-26
..
1 edit | AT&T Bringing Outsourced Jobs Back
Don't think its just the exect's doing a CYA,
but with the "overseas" tech help there are many problems, and i am sure SBC/ATT has been getting a lot of complaints
1 Problem with trying to be understood & understanding what the phone help is reading from a book,
2.Problemmany of the overseas help, have very little no working knowledage of a computer or programs.
3.PROBLEMWhen the phone help dosen't know what to do,or the computer problem still exist,the phone help is going to start instructing you (and expecting you) to start doing things to/with your computer, that HAVE NOTHING AT ALL to do with the orignal problem
4.Problem Finally WHEN the phone help turns over the problem to a 2nd level tech, the orignal problem is so messed up (along with other problems,following the phone help instructions)that the 2nd level support has to start all over again & have you correct all the problems that the phone help cased, befor being able to fix the orignal problem....
--
I've learned....
That the easiest way for me to grow as a person is to surround myself with people smarter than I am |
|
TScheisskopf
World News Trust
join:2005-02-13
Belvidere, NJ
 ·Sprint Broadband D..
| Regarding creating new problems and 2nd level fixes:
I had exactly that experience. A friend of mine called me. She had spent 90 minutes on the phone with AT&T tech support(in that "I" word country). She was losing her connection regularly and, of course, the problem was in her computer. The TSR had her create 3(count 'em, 3) network connections. None worked.
I had all of those connections out of there, a new one created and the connection working in 15 minutes.
Country of origin be damned, the most clueless tech support people on the face of the planet. |
|
pnh102
Reptiles Are Cuddly And Pretty
Premium
join:2002-05-02
Mount Airy, MD
·Comcast
| reply to whocares
I totally agree with what you're saying.
Trouble is, the way most accountants look at this issue is that you could have the worst support possible, but as long as it doesn't impact your bottom line, then it is OK.
--
Only SHATNER is Kirk. |
|
DaveNJ
No Fear
join:1999-09-01
New Jersey
·Comcast
·Patriot Media
| said by pnh102  :I totally agree with what you're saying. Trouble is, the way most accountants look at this issue is that you could have the worst support possible, but as long as it doesn't impact your bottom line, then it is OK. But the accountants don't realize penny short, pound foolish. I ended alot of business because really bad "outsourced" service. So they may be saving on CS, but losing customers in the process.
--
Go courageously to do whatever you are called to do. fear nothing. - St. Francis de Sales
|
|
dentman42
join:2001-10-02
Columbus, OH
 ·AT&T Midwest
| said by DaveNJ :said by pnh102 :I totally agree with what you're saying. Trouble is, the way most accountants look at this issue is that you could have the worst support possible, but as long as it doesn't impact your bottom line, then it is OK. But the accountants don't realize penny short, pound foolish. I ended alot of business because really bad "outsourced" service. So they may be saving on CS, but losing customers in the process. Problem is, in some areas they're the only choice other than dialup. In most areas, the only other choice would be one cable provider. Even if there's a CLEC providing DSL, it's going to be over AT&T's lines. We need telephone overbuilders (like WOW did with cable) to get any real competition. |
|
en102
Canadian, eh?
join:2001-01-26
Valencia, CA
·RoadRunner Cable
·DSL EXTREME
| reply to whocares
Level 1 tech support will almost always be scripted.
Level 1 tech is there to filter out many of the potential obvious issues (not obvious to all). Level 2 gets into the more technical issues that aren't resolved through the standard means.
Bringing jobs 'home' is always a good thing, just don't expect level 1 to functionally be any different than current. The accent may be a little different, and easier for some to understand.
--
Canada = Hollywood North |
|
rirwin
Premium
join:2005-11-29
Columbus, OH
| reply to dentman42
u do realise was at&t's first cable attempt in columbs, back when they was called ameritech, and it was called americast. the reason it was "overbuild" was bc they wanted it to be available everywhere their pohone service was in columbus. when sbc bought ameritech, they sold it off to wideopenwest. now shortened to wow! |
|
oh yeah
@cox.net | reply to en102
all true..but at least I'll be able to communicate with the level 1 tech. As it is right now, I can't understand them, and they can't understand me. |
|
