Toucan
Joined: Nov 08, 2011
Posts: 295
 Posted: Sat Nov 17, 2012 2:20 pm?? ?Post subject: Tech Support From India - WHY?! |  |
| Don't get me wrong, I love India, I love Indian culture and history, I love Indian food, and I personally know a lot of cool Indian people. But for the love of God, why does customer tech support for every single piece of technological hardware, every software program, etc. have to be in the hands of Indians living in India? Yes, I know the rationale is companies just want to be cheap and pay people who are willing to work for 10 cents per hour in positions that usually pay $10 - $20 per hour in the US. Yes, I know Indians are very technology-oriented and make great programmers and analysts. However, it's beyond me why tech companies think it's a good idea to outsource customer service to people who can barely even speak english (or any other language other than native Indian dialects for that matter) to resolve relatively complex issues. I personally abhor calling tech support for ANYTHING because I know it's going to take at least 30 minutes to sometimes well over an hour to resolve something that should only take five minutes tops to resolve just because I'm going around in circles due to a language barrier. Obviously I'm not the only person who thinks this way because if you go to any consumer complaint site, you will see endless complaints about customer service for tech companies (especially HP).
This is EXACTLY how I feel:
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Threadkilling Metasyntactic Variable
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Phoenix
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Phoenix
Joined: May 31, 2010
Posts: 1961
| Posted: Sun Nov 18, 2012 8:51 am?? ?Post subject: | |
| The drive to outsource everything to India has left a gaping hole in customer service. When my bank decided to outsource to India I started getting calls from them asking me to tell them my account number! I told the bank and they said it is a training issue.
Outsourcing programming to India is not done simply because it is cheap. It is done because business managers in the west feel uncomfortable managing a function they do not understand (software development). So they send it half way across the world and think "out of sight out of mind". It is a foolish thing for an organization to send the core function of any software development project to the other side of the world. I worked as an analyst managing outsourced projects, and generally the development work done is poor and has to be sent back several times for them to get it right. | |
Phoenix
Joined: May 03, 2012
Posts: 960
Location: County Down, Northern Ireland
| Posted: Sun Nov 18, 2012 12:50 pm?? ?Post subject: | |
| Call centres should be banned anyway. There are a cruel, underpaid and dehumanising form of employment.
Not to mention ableist. If you are autistic and work in a call centre and expect to get transferred to a non customer interaction orientated role, think again. Technology companies should improve the user friendliness and FAQ sections of their websites. Perhaps include an AI answerbot for miscellaneous questions. | |
Phoenix
Joined: Sep 22, 2008
Age: 76
Posts: 26141
Location: New Jersey
| Posted: Sun Nov 18, 2012 12:55 pm?? ?Post subject: | |
| Riddle me this oh ye harsh judges.
When you buy something don't you look for the lesser price, all other things being equal? ruveyn | |
Toucan
Joined: Nov 08, 2011
Posts: 295
| Posted: Sun Nov 18, 2012 1:15 pm?? ?Post subject: | | ||
Sometimes, but I usually take quality into consideration as well, and brand loyalty plays a huge role in that. I would rather pay $200 for a refrigerator from GE or Kenmore than pay $100 from some Mexican company I've never even heard of. | |||
Phoenix
Joined: Sep 22, 2008
Age: 76
Posts: 26141
Location: New Jersey
| Posted: Sun Nov 18, 2012 1:43 pm?? ?Post subject: | | ||||
Contemplate the phrase all (other) things being equal. AKA certus parabis. ruveyn | |||||
Phoenix
Joined: Aug 28, 2007
Posts: 2393
| Posted: Sun Nov 18, 2012 2:11 pm?? ?Post subject: | | ||
Many people do - then end up with junk product and crappy service. Consumer Reports give HP consumer laptops the worst rating around for their quality and service, yet they keep selling... | |||
Phoenix
Joined: May 03, 2012
Posts: 960
Location: County Down, Northern Ireland
Phoenix
Joined: Sep 22, 2008
Age: 76
Posts: 26141
Location: New Jersey
| Posted: Sun Nov 18, 2012 3:22 pm?? ?Post subject: | | ||||
Then all other things weren't equal, were they? ruveyn | |||||
Source: http://www.wrongplanet.net/postt215645.html
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