twixt
join:2004-06-27
North Vancouver, BC
 ·TELUS
| reply to fdsdff
Re: Prince George Call centre expansion
said by fdsdff :
There is nothing racist in it. It is pure economics from my point of view.
Canada invests in education. Our taxes are high. Jobs that don't require much skill should be done by cheaper labour in other developing nations like India or the Phillipines, especially when the cost of these jobs is paid for by Canadians. Where do you think the money to pay these people comes from? Canadians should be doing things that CAN'T be done by people from developing nations. Their education is their competitive advantage but they aren't using it.
Telus (or any company) can't be competitive by overpaying for this type of work.
Since the jobs themselves are serving Canadians, our relative costs go up. If these jobs were serving and being paid for by people in other nations I wouldn't have a problem with it, but in the end this just costs our citizens and is a net loss.
We need more jobs in Canada, true, but settling for more low level jobs is not, in the long term, a good decision. I don't know why we should be happy about Telus unecessarily increasing their costs.
So now we are, comparatively, overpaying! We must try to BENEFIT from globalization. If we don't, we just fall further and further behind other nations that are using it to their advantage.
This is utter nonsense. First, there is the issue of Customer Representative competence. As noted, the Reps in the Phillipines are incompetent to a level which makes them useless for real-world work dealing with anything other than initial setup where everything supplied by other elements in the supply chain is perfect.
As we know, the reason you call Customer Support is because you're having problems. That means you need a competent troubleshooter. The offshore reps simply aren't capable of doing that job - as per the feedback here. Don't like reality? Tough.
Then there are the related matters. Every time we offshore jobs like this, we lose the ability to find competent local personnel and managers. If we keep doing this, we will become like the Americans - a nation of consumers incapable of managing and repairing the equipment they use. I don't want to live in a Country that is that incompetent and stupid - it's annoying not being able to get anything done.
Economic justification for globalization is a myth. It relies on incomplete and unsubstantiated models that have not had real-world peer-review.
The globalization models which have been validated using real-world analysis have all shown that the simplistic models are simply garbage. (See the result of the Dell and Symantec experiments, to name a few.) Consequently, your argument is at least specious - if not self-serving bean-counter-management BS.
The problem with North American management is that Business School tactics are being applied to situations where Business School tactics simply don't work. And rather than monitor the *effectiveness* of Business decisions - policies are implemented on the basis of politics and dogma rather than whether a particular business concept actually works in the real world.
Furthermore, when things don't work due to bad management decisions, the consequences are hushed-up and the cracks are papered over when what is really required is to acknowledge that policy as invalid and come up with something better that actually works.
However, as we all well recognize, this is a threat to the incompetents at the top end of management all over the Western world, so this gets resisted.
Fortunately, the paying customer is on to this nonsense -and votes with their wallet to screw this kind of management into the ground. Welcome to the new globalization reality.
twixt |
