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jc100
join:2002-04-10
| 500 million dollar bonus, Here I come.
Let's see. Outsourcing tech support means:
1) Angry Customers who don't get issues resolved
2) Bad communication between Customer Service and Technicians
3) Problems being made worse by customer support who don't speak English
etc etc.
ATT and Dell both learned the hard way.
Yet, Earthlink CEOS probably want a 400 or 500 million dollar Bonus for their "revolutionary" ingenious idea. After all, isn't that corporate gluttony for you? Run a comapny to the ground, piss off your customer base, and then get a multi hundred million dollar severance package to leave... ONLY IN AMERICA. | |
vliktor
join:2005-07-27
Philippines
 ·SmartBro
| No, they haven't learned yet (AT&T and Dell).. they pretty much still have centers in India and the Philippines. Their major outsourcing partners are eTelecare (for Dell, heck Dell even has their own in-house call center in Manila), Accenture, Teletech, and Sykes Asia.
Companies will always continue to outsource to those countries, Americans will always cost more than those guys. That is the truth. | |
jc100
join:2002-04-10
| True. However, people in those countries often struggle at English and resolving the problems. I noticed you are from the Philippines, so I am sure you know where they have call centers. Yet, from an American stand point, nothing is more annoying than trying to tell a tech your problem and have him read a response out of a manual. If we wanted this kind of tech support, we could google. It seems to me they simply do not train their foreign support, other than slapping a book down, and saying here's your replies. This is one reason why we complain so much about service. It'd be like America being used for Russia's Tech support. I am sure many Russians speak English, but still would have trouble communicating their problems to use since it is not their native tongue. Hence, companies who choose to outsource, are doing a HUGE disservice to their clients. In the end, they will lose more than they gain. Trust me. Customers only will take so much before going elsewhere. | |
gadgetpig
join:2003-11-11
Chicago, IL
 ·AT&T DSL Service
| JC, as a former tech myself, the Philippine call center is fine for "tier1" issues. That is, they handle calls to reboot your modem/router in the proper sequence, make sure your cables are connected, make sure your NIC isn't disabled, etc etc. You say people can "google" the solution, but the problem is, most don't or don't know how to. Outsourced calls CAN be good, as long as unresolved issues are passed on to U.S. based "tier2" support quickly, and seamlessly.
You know what really killed US based tech support? It wasn't foreign competition. It was some corporate bonehead that introduced terms like "SLA", "metrics", "maintain resolution efficiency above 99.99999%". So as techs were pressed to do more in less time (and for the same pay), they had less time for more complex issues or projects. And as more quality techs were overworked and underpaid, they got up and left. The talent pool shrunk, and the gap never filled in.
Oh and if your marketing department gets more $$$$$ budgeting than your support/operations dept, that's not good either  | |
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