[110122] in North American Network Operators' Group
Re: What to do when your ISP off-shores tech support
daemon@ATHENA.MIT.EDU (Dave Pooser)
Thu Dec 25 17:36:50 2008
Date: Thu, 25 Dec 2008 17:36:30 -0500
From: Dave Pooser <dave.nanog@alfordmedia.com>
To: <nanog@nanog.org>
In-Reply-To: <d99aaed40812251354r713bcba9oc729b179c15880db@mail.gmail.com>
Errors-To: nanog-bounces@nanog.org
> Macs are macs, Windows is windows and mail is mail whether you're in Mumbai
> or Memphis. As long as the language skills are good and the people are well
> trained, it should be mostly irrelevant, IMHO.
The problem, IMO is that the sort of organization that wants to reduce labor
costs from $11/hr to $1.50/hr (all numbers made up out of thin air) by
moving tech support offshore is likely to be the sort of organization that
reduces labor costs from $1.50 to $1.15/hr by moving tech support from an
offshoring house that provides well-trained people with good language skills
to one that provides warm bodies and asinine scripts. I'm know there are
good tech support people in India-- I've dealt with some of them-- but the
overwhelming majority of times I've ended talking to Indian tech support
I've gotten people who are as fluent in English as I am in Hindi and as
familiar with the technology they are "supporting" as I am with rebuilding
transmissions ("not at all" and "not at all" respectively).
That said, Merry Christmas to all and I hope Santa brought extra eggnog to
any poor souls working tech support this evening, on any continent. :^)
--
Dave Pooser, ACSA
Manager of Information Services
Alford Media http://www.alfordmedia.com
