Feb
16

The problem with outsourcing technical support

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Sometimes I get really annoyed when I make these support calls. There’s always a lag time of like 0.3 milliseconds and I could finish a biscuit in that amount of time. But what really pisses me off is the accent. The accent that make technical support a lot more technical than it supposed to be. Whatever happen to your friendly support people? They’re probably in a bloody call center in India. Anyway, here are some video clips of people’s experience with call centers that might just make you go what-the-ahem.

call center salesman goes insane (REAL RECORDING)

I can believable, like a little girl. As long as this doesn’t happen to me, he’s the funniest call center salesman. The salesman is in Panama.

Here’s one from Microsoft support center. I don’t know what he’s talking about.

Funny Microsoft support center call

The Microsoft support personnel is probably from India. Here’s a video of what call centers do in India.

Indian Call Centre

Well, if you have a computer problem, consider this - unplug it and plug it right back. Sometimes, you don’t really benefit from calling call centers. If you’re a novice computer user, you probably can’t convey your computer problem in the right terms and the support fellow from India tries to tell you to check if your power button is on. He probably is laughing with his colleagues after he puts down your phone call. Should you be an expert computer user, calling support lines is like teaching the call center support personnel something new.

So you know what - forget it. If you have a problem, go to your expert computer friend. Buy him or her lunch of something and ask them for help. No strange accent. No lag.

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One comment for “The problem with outsourcing technical support”

  1. Well…. I agree! But the real this is…. Physical assistance does a better job of troubleshooting but on the other hand when Tech Support is provided through a Call then there are chances of mis-communication which doesn’t prove worthwhile.

    So the better option would be to train the Professionals and let them grasp what the end-user is in need of.

    This would indeed provide better Technical Support.

    by Pramod (Feb 18, 2008 at 2 PM)
 

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