| reply to jc100
Re: 500 million dollar bonus, Here I come. 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  |
