Quote:
Originally posted by G-Benz
I have a friend who is being "leveraged out" in six months. In the meantime, she is training her replacements...a tech support staff from a firm in India that got the outsourcing contract.
What she has experienced to date was that the individuals appear to be sharp, hardworking, and reliable. Her only qualm is that they couldn't think "outside the box". So if a problem came up that didn't have a solution explicitly defined in their training, they had no means of addressing the problem.
Perhaps this is what Lebenz has experienced?
|
Most of the stuff I call about is component failures. Folks such as Dell have troubleshooting paths for any component. They have been doing it for well over a decade, after all. The problematic calls I've been through with Dell tech support in the last couple of years are due to the "tech" at Dell simply lacking the skill to even identify the problem. Skills come in 2 forms: technical ability, ability to communicate. A notable number of the folks in India I've talked with fail on both fronts. Why they are working in tech support? I can only imagine it's because management doesn't care beyond the dollars they save..... To make a simile, it's not at all unlike MB support in recent years......except MB doesn't have the luxury of hiding behind folks who barely speak English.