said by Outsourced :
The chat is not working because it was one of the overlooked tasks that was not figured in when they outsourced everything. So at least for now, no one is signing in to take the chats... Which is why it just sits there and you get no response. The CEO didn't fully understand all of the tasks being done by the folks he let go.
Yes I understand about the chat now and the CEO as evidenced by a growing day-by-day body of evidence about the situation at DSL Extreme.
I understand that the CEO didn't fully understand the operations of DSL X and tasks of the DSL Extreme staff fired. That's clear. All the CEO knew was that by firing all of the US based American or Resident Alien Tech Support without notice and adequate operational preparation and then switching tech support overseas he was instantly cutting costs and thereby increasing profit for his parent company IKANO.
But don't you know making a profit is the ONLY obligation a CEO has and he owes nothing to anyone but the board and shareholders, or at least so some claim. Of course it probably never occurred to the CEO or if it did he was too lazy to investigate that he could increase profits in a variety of ways and firing all of the US techs was not his only options. Why should he though as according to some he owes nothing to the customers or his workers--just the corporate board and IKANO shareholders, (IKANO being the parent company of DSL X.)
Now customers in the US, most of whom either have English as their first or only language and others who have English as a strong second language are now going to be talking to techs who:
1. Can only speak conversational not detailed or specific technical help English and will have a hard time understanding the core of complaints and will have difficulty specifically and technically or accurately explaining the DSL X "solution" to the subscriber's problem or complaint.
2. Techs that have little to no idea of how things work with DSL X operations so even if they understand the complaint they won't be able to speedily or as clearly and accurately respond to it like the fired techs.
3. Cannot speak colloquial English or do not have a cultural contextual understanding of English spoken in the United States.