Another Blow For the Dellsnots 1135

says...

Well, I sort of agree. It is about Dell, it is about ANY company that decided to cut costs and move an operation off-shore. The choice to move things off-shore is based on economics, not on quality. Since it's an economic choice, and since the quality ALWAYS suffers, it's about the company doing the off-shoring more than anything else.

Yes, I know Dell didn't invent off-shore support, but that doesn't mean that Dell has to settle for the standard off-shore support standard either.

I have an off-shore team, actually more than one, in more than one country, and we don't suffer from the issues that Dell and most others do, but we also don't operate off-shore teams under the same methods that body shops do. We have a specific criteria for people that interface with US customers, and it has nothing to do with bias, it has everything to do with communications and getting people to be permitted to think outside the box.

In Usenet you rarely find people posting good things in technical groups, it's just a fact of Usenet and has been that way for more than 20 years.

As for bias, again, if the people that Dell uses in their support centers spoke good english you would never hear the word "India" or "Indian" or "off-shore" because they would never know. When you get a technician in Panama, unless you've been to Panama you would not really know they were not in the USA - the difference with the Panama technicians is they speak very good english, and they also seem to be able to work without a script being forced down our throats many times.

So, again, it's about Money from the businesses point of view, and about communication ease from the customers point of view.

--

remove 999 in order to email me