Localized Tech Support Outsourcing?

phebz23 asks: "I am a supervisor for a modest (7 person) technical support department. Our company is going through a growing phase, but we're hitting a wall support-wise. We do business worldwide, but when it comes to technical support we only offer it in English. My boss and I are starting to research organizations that can provide technical support in other languages like French, German and Spanish. Does anyone have any experience working with an organization in this capacity, and/or have any suggestions on an appropriate solution? Thanks everyone."

Comments

Growing-pains in Spanish.

[Anonymous Coward]

So basically you need tech people that know more than one language. Problem is twofold. One that takes time, and two those people can command more money. Short-term is find some local translators as go betweens. Long-term is either train your tech staff in whatever language is needed, and pay approprietly. Or find an organization that has the same expertise your selling, and language skills, and cut them a portion of your profit. Anyway you slice it, it's not going to be easy.

Details Please

[m_evanchik]

This does not seem like too tough a nut to crack.

The details of your business operations matter in this regard.

You might consider operating a satellite office in Europe. Labor movement is unrestricted in the EU, so you could have one central office, hiring from all over.

You could also outsource tech support to a European firm, just like you would in America. Maybe you want to consider doing this.

Trying to hire locally might be an option. This depends on how diverse the labor pool is in your area. In New York City, finding foreign language speakers is easier than in Des Moines. If local talent can't do the trick, then you may need to recruit nationally, or even internationally. The farther afield you go, the more you will increase expense and hassle

What are you supporting? What skill set, in addition to language, do you require?

The question of outsourcing the work is a premature one. Language is just one skill among many required. If support is a core business function, then you don't want to outsource it. You may need to hire an outside consultant(feel free to email me) to help you get your ducks in a row, but your problem is a fairly simple one. You are approaching it wrong.

Details matter for everything in this matter. Examine them. Or get the help of someone who can help you figure out your problem. You should also talk to other departments. Sales seems to be successful selling to foreigners, maybe they can give you suggestions on how they get the manpower necessary.

You might even talk to your customers! There's a shocking idea. Ask them what they would prefer: Outsourced support at a lower cost, or in-house support in their language at a higher cost. Or do they even care?

You are probably best off hiring more people rather outsourcing. In the long run, the added cost should be only minimally higher. In the short term, recruitment will be more expensive. Be prepared to bite the bullet and justify it to your bosses.