ArmoredSaint
join:2006-08-12
Monroe, NY
| reply to morbo
Re: good move
Good news and a very good move. Hopeully other companies will start catching on. I hate to say it, but many company executives will never admit that outsourcing (offshoring) is, for the most part a complete failure.
I'm hoping the federal government will realize they are losing a ton of money on offshoring as well and will hopefully someday tax the crap out of any company that wants to offshore work (and no, I'm not a democrat).
Sometimes you just have to wait for a change in management for those concessions to come through. Hopefully over the next 2-5 years we will see a huge change in the tide.
I don't care what any studies say. Outsourcing, in particular, offshoring will **NOT** ever save a company money in the end.
When you calculate things like severance, vacation/sick pay, and training for the replacements, it just never adds up. You are better off just keeping employees on your payroll. |
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rachelsfx
join:2004-09-27
Pensacola, FL | reply to morbo
They couldn't understand them either?  |
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Voyager2K2
join:2001-10-04
Wayne, PA | reply to Maxo
Look at Dell.
We get customers who are so sick and tired of dealing with their outsourced warranty phone service they would rather pay our techs to fix the problem.
(I manage the PC division of a firm in Philly)
Bad. Really bad.... |
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scott2ya
Iphone junkie
Premium
join:2002-03-07
Missouri | reply to djtim21
Thank the Union! There was a strike a few years back, and this was one of the concessions! |
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kdandaoc
join:2003-10-13
608052427 | reply to MeanPeepsSuk
Does this mean we will now get an American voice telling us his name is Aabharan? |
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Michieru2
zzz zzz zzz
Premium
join:2005-01-28
Miami, FL
| reply to Steve
Speakeasy does not outsource there technical support and the max holds times are 4 minutes or less. I rather wait 4 minutes on hold to speak to somebody who can fix the problem in 10-15 minutes than be 2 hours with the side of my head cooking from the cellphone radiation because I am trying to understand what the guy is trying to tell me. |
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Steve
I'm a PC, so shut up
Consultant
join:2001-03-10
Yorba Linda, CA
| reply to TKJunkMail
said by TKJunkMail  :Besides the additional jobs, it should help make support calls work better. ... with much longer wait times. There is no way they can staff an equivalent number of union positions as they can with people in a faraway land, so the customers are going to be competing for fewer resources.
I suspect that the quality of the support will go up, and the resolution times will go down, but I'd be really surprised if this were a wash. This means more time on hold.
Too bad we can't change just one thing and leave everything else constant, eh?
Steve
--
Stephen J. Friedl • Unix Wizard • Microsoft Security MVP • Tustin, California USA • my web site |
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insomniac84
join:2002-01-03
Schererville, IN | reply to morbo
It was bound to happen. My guess is indian workers wanted raises just like workers here. And it cannot make sense to operate in india and pay near us wages. |
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fiberguy
My views are my own.
Premium
join:2005-05-20
| reply to Vghrlt
said by Vghrlt :Amen on that!!! Vonage are you listening? For AT&T? They should have known better...
For vonage? Bring the jobs back to the U.S. and say goodbye to $24.95 phone service.
--
"Wipe out the national deficit over night... Tax the stupid!" - about 50 gMail invites available. PM if you'd like one. |
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TKJunkMail
Enjoy the sun
Premium
join:2002-03-03
Avalon, NJ
 ·Sprint Mobile Broa..
 ·Comcast
| reply to morbo
said by morbo :I'm no AT&T fanboy, but this is definitely good news and a good move. Nothing is more frustrating than overseas tech support that, more often than not, is a huge waste of time. I agree. It is good to see companies like AT&T and Comcast and some others staffing their support centers with English speaking Americans. Besides the additional jobs, it should help make support calls work better.
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--
Join Red Room Forum
BLOG tkjunkmail.blogspot.com
My Web Page |
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jwersan
R.I.P. Mom, Brian, Ziggy, and Max.
Premium
join:2004-12-20
Port Jefferson Station, NY
clubs:
·Optimum Online
| reply to ciucca
Just goes to show, outsourcing does NOT work.
When someone finally ends up running the numbers, they will see how costly outsourcing was...  
Someone needs to get fired over this. 
--
RIAA... Bite me!!!! |
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MeanPeepsSuk
Premium
join:2004-11-21
Muddy Field
clubs: | reply to djtim21
And, on that note........
Will Work for Ramen
From: »www.techsunite.org |
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djtim21
It's all good
Premium
join:2003-12-22
Buffalo Grove, IL
clubs:
| reply to MagMan
said by MagMan :Good job AT&T it's about time. I also say good job. But the whole reason for this was just to reduce the pay scale for these positions.
It's no different in the IT market. In the late 90's before the drop in the market, IT positions could make a decent wage (or more) just entering into the market. So then the market dropped, companies couldn't afford to have an in house IT staff, and sent support to other companies, and even overseas.
Now, you can find (in some cases) the same position paying from 10 to 50% less, doing the same work.
There were 2 groups who lost out on this deal - The people who did bust their ass to help at support, and the customers for losing the great support.
I'm sure they will be calling people back, but how much do you want to bet it's not going to be the same pay and they won't accept the job?
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"All that is necessary for the triumph of evil is that good men do nothing.” - Edmund Burke |
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Maxo
Your tax dollars at work.
Premium,VIP
join:2002-11-04
Tallahassee, FL
clubs: | reply to morbo
I was discussing with someone the other day about how when the outsourcing bubble would burst. Outsourcing is great for saving money, bad for keeping the customer's that give you money. |
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Dolgan
Premium
join:2005-10-01
Sun Prairie, WI
 ·Verizon Online DSL
| reply to Jim Gurd
It was due to the strike by CWA in 2004 and one of the concessions we demanded{I walked the Picket Line in Appleton, WI when was a member of CWA Local 4621}. Just as any politician will do, SBC/ATT is just trying to spin it to their advantage...it would not have happened without the UNION fighting for it. |
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Vghrlt
join:2006-07-20
Durham, NC | reply to ciucca
Amen on that!!!
Vonage are you listening? |
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Jim Gurd
Premium
join:2000-07-08
Plymouth, MI
·AT&T DSL Service
·Comcast
| reply to morbo
More than likely the Indian call center reps did such a shitty job that they had no choice. My company outsourced its technical support helpdesk to India. They are totally useless. What most people do is call them just to get a ticket number assigned to the correct group and then call the person who will actually be fixing the problem and explain it to them. You might as well be speaking Chinese when trying to explain to them what needs to be fixed.
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Correlation does not imply causation. |
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IT2
@mindspring.com | reply to lithicus0
I cannot even understand what they're saying due to their heavy ascend and speaking too fast. Hopefully, other companies will bring all IT professionals back to US. Cheap labor doesn't bring good business. What you pay is what you get! |
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BellBoy
Obama racist? Then Bush is Hitler.
Premium
join:2001-02-20
Los Angeles, CA
clubs:
·Pacific Bell - SBC
| reply to morbo
More like a smoke screen. This was a result of the strike that happened a couple of years ago--they're just getting around to it now.
They're doing this so close to the fourth quarter...don't be surprised if you see layoffs coming to pay for those 2k jobs.
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"When the day comes that anyone can bend our country's laws and lawmakers to serve selfish, competitive ends, that day democratic government dies." -- Preston Tucker, June 1948 |
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MagMan
Life is simpler when you tell the truth.
Premium
join:2003-10-01
Westlake, OH | reply to ciucca
Good job AT&T it's about time. |
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