Another Blow For the Dellsnots 1136

says...

When I ran a body shop it was always a goal to hire people with extensive knowledge to provide support and development. Many years later they (corporate) determined that support, first-second level, should be moved to India (specifically that country) since they could get labour for $4-hr..... I fought it all the way, and eventually left that position to start my own company. Sure, we make use of off-shore resources, but we also don't utilize script readers or non-technical types.

Where support, computer type, fails is when the $ is all that's considered. No one considers support as a money making center, it's a black hole that few manager see as helping to build-bring back customers.

There are mbuttes and mbuttes of call centers filled with non-technical types in many countries - the same was not completely true of the centers in the US until the movement to downsize and reduce costs was implemented about 6 years ago. In the not so long ago days you could get someone that didn't need a script to work with you on the phone most times you called, try that now for non-gold level support.

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