are the Geeks, for they shall internet the earth
Outsourcing Getting Ousted
Dell Corporation has announced that it's corporate tech support is
returning to America from India. Complaints apparently have been pouring
in about language accent barriers, hell desks reading from scripts, and
overall poor communications. Surprised? I'm not. If I as a New York born
and raised American have a difficult time explaining troubleshooting
procedures to bean-counters, then what do you expect from a foreign
company that lists English as a 'Second' language?
products via sweatshops may be one thing (which I still do not condone
Kathy), but outsourcing Customer Support and Service Industry jobs is
quite another. Service Industries and Customer Support jobs require
advanced communication skills. These skills include personifying
experiences with the customer, comprehension of the customer's
environment/situation, and the ability to communicate well with the
customer. Now, don't get me wrong, I have nothing against India (except
of course the fact that I cannot legally get a job there), they do have
great technical skills... but even Indian co-workers agree that American
English is difficult to learn and western culture is equally difficult
to comprehend. They don't ride Harleys, do not insult each other in
jovial situations, and our slang? Well, that's another story.
I have dealt with India's help desks, and I'd rather dial through the
automated gauntlet of telephone directory services... at least I can
write my options down on paper for future reference (but the monthly
'recent changes' still pisses me off). I hope other companies see the
realization of Dell's move... even if they are still not concerned with
home and small office consumers... eventually they will be. Phone
gauntlets are irritating, but like ignorant head-hunters, they're not
going anywhere anytime soon, they just shift with new false hopes to
technicians... (please press #)
it tires me to read about companies 'moving' help desk to India, to move
means to transfer, both computer resources and personnel. But if the
personnel 'cannot' be 'employed' at the new location, then it's not
'moving' is it? Wouldn't it rather be called 'selling' or 'exporting'?
In any event, welcome back Dell... Merry Christmas.
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