Dan Minette wrote:
>
> ----- Original Message -----
> From: <[EMAIL PROTECTED]>
> To: <[EMAIL PROTECTED]>
> Sent: Tuesday, March 02, 2004 10:36 AM
> Subject: RE: Race to the Bottom
>
> >
> > I hear stories about phone support people off-shore, who place marbles in
> > their mouth while speaking to straighten out their accents. Phone support
> > people here complain if they have to be nice to customers. How hungry are
> > you to do this job? Try putting a marble in your mouth the next time you
> put
> > a headset on. This is what you are up against. Those foreign workers are
> > hungrier than you, and they are kicking your ass! I don't think Americans
> > are wanting to compete, they just want to complain about foreigners
> taking
> > their jobs, asking for special protections so they can maintain their
> lazy
> > lifestyle. I do hope they see the writing on the wall. Its time to move
> on.
>
> I'll have to disagree with you on this, Chad, and have some data to back it
> up. My wife works in reservations for Continental Airlines. Their market
> niche is being as good as possible in customer service/satisfaction. They
> have won numerous awards for this; and its a big part of their advertising
> campaign. Training in sales/customer service from other large Fortune 100
> companies has been outsourced to them; and they've even outsourced
> sales/customer service from their agents to other large companies.
>
> Their VP told the reservations agents that they would not outsource
> offshore because of the need for customer satisfaction. They further
> stated that other companies are starting to retreat from outsourcing
> customer service. Delta had a reservations center in India, which they
> closed for this reason. One of the smaller rental car companies tried
> this, and it hurt sales, so they stopped it.
Anyone remember the announcement of Dell stopping the offshoring of some
tech support? They'd moved a lot of tech support over to India. Due to
complaints about how some business accounts were being handled, they
brought the business/corporate tech support back to the US. There is
still tech support for home users in India. (I don't know how big a
deal it was anywhere else, but I'm 10 miles by somewhat windy roads from
Dell HQ, so there was a fair bit in my local newspaper about it.)
I have called Dell for tech support a couple of times; both times, I
believe I was talking to someone in India. If I wasn't talking to
someone in India, I was talking to someone *from* India, at least. And
I got good tech support both times. However, I was prepared for the
worst, and tried to do my best to make the tech support's job in helping
me easier, and the extra effort *I* took was noted one time, and the
tech guy actually *thanked* me for being so cooperative once we'd
diagnosed the problem. (Dead video card that time. Really dead.)
Julia
_______________________________________________
http://www.mccmedia.com/mailman/listinfo/brin-l
