Offshore Business Practices

[Uryoces]

Originally Posted by richlevy
Number 1 rule of Capitalism - "You get what you pay for"

We pay our guys in India $400 a month, and we get what we pay for.

What we're discovering is that the Indian workers cannot for the life of them think outside the box. These are highly-educated, friendly, very nice people, with no capacity to reason outside what scripts they are given. This situation is not improving for the 9 months this has been in operation. Half our day is spent fixing the issues the Indians screw up. Luckily, our portion of the call center is not going to India in the near or forseeable future. That's not to say they wouldn't try to move it.

What I find disingenuous is the Dell commercial where the idiot is lying in bed calling Dell tech support and reaches an American. They moved their support to India. Only Dell business support was moved back to the US because the quality of support was so horrendous. Foamy the Squirrel has somthing to say about all this.

What pisses me off to no end are people that bash lassiez faire capitalism [no beef with the bash], and then tell me to look for my cheese elsewhere . People have criticized the book I linked to as being overly simplistic, and a tool used by management to brainwash their employees. Right on both counts. Our management had us attend a "Dealing with Change" session that featured the book.

I fully expect that there will be tech support opportunities elsewhere, as our counterparts cannot repair or construct machines remotely, but this MBA, next-quarter-is-all-we-care-about-til-we-fulfill-our-exit-strategy-mentality is destructive and can't go unpunished.

[Cyber Wolf]

Originally Posted by Uryoces

These are highly-educated, friendly, very nice people, with no capacity to reason outside what scripts they are given.

This isn't an Indian thing. Being like that is demanded in call center policies here in the US too. Going beyond the script isn't encouraged much because that potentially increases call times and in some call centers you have to take X number of calls an hour to be considered productive. I've run into enough of it, as the operator and as the customer.