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Tech Support Levels Dropping
NeoPrime writes "USA Today is reporting on the growing concern of the language barrier, when it comes to tech support. It appears that each year it is becoming more compelling to companies to reconsider the use of overseas help desks. According to this story, based '[o]n a 10-point scale, the average level rated by desktop owners dropped from 7.0 in 2003 to 6.3 this year; notebooks fell from 7.2 to 6.1.'"
Wow! Could it be that Mr. Nickel is speaking with a forked tongue? I can't speak for Sony worldwide, but the domestic support organisation has an image which is somewhere between SCO and Rambus.
Case in point: A friend of mine bought a VAIO, which never really worked. After the third repair attempt he got it back with a hole in the case, requiring a nasty letter from his lawyer until they finally reimbursed him. That was after accusing him of breaking it himself.
Does Mr. Nickel mean they changed their service model from driving a screwdriver through the computer to let it splatter on concrete from the 5th floor or wot?
ich bin der musikant
mit taschenrechner in der hand
kraftwerk
The curse of free markets is that things like Out sourcing can happen, taking american jobs away. However, the market has ways of resolving things it self. You take a relatively minimaly skilled job like Tech support, ship it over seas to even cheaper labor and you get your ass bitten.
What has happened here is the market provided a cheaper means, but at a cost (Customer satisfication) so hopefully, companies will fix this problem by moving these jobs back to where ever they originally were.
--------========+++Dont Feed The Lab Techs+++========--------
"Frank"
"OK, Frank, how do you spell that?"
Gah!
Too true - when the hardware support at my firm (UK) moved to Sri Lanka, everybody was advised to use the phonetic alphabet when making helpdesk calls - it really it a mess with these of-shore support desks for communication.
Spend like 10 minutes explaining who you are.
I'm guessing that the kind of people who read USA Today really *really* need manuals and tech support.
And illustrations.
And GUIs.
And they probably love Clippy, too.
"Ooh! Look! My little paperclip friend is back! Brandy, come look! Say 'hi', Clippy!"
"Oh, cuuuuuuute!"
I'll tell you what:
I work for a large corporation and we made a big deal out of the language barrier and complete ineptitude of some of the people on the other end of the phone. Now, we've renewed all of our support and paid extra for the premium level of service. HP/Compaq's call center is in Canada somewhere and IBM's call center actually announces itself on the phone menu:
You're call is now being routed to our support center in Atlanta, Georgia.
If enough consumers made a stink about it, tech support wouldn't be in India for them. Come to think of it, if one of the big PC vendors wanted to get a leg up on the competition, they could advertise "English speaking tech support" as the number one feature of their PCs. They'd be sold out in no time.
Life is the leading cause of death in America.
the average person in the workforce is being required more and more to use computers (and similar technologies) in their work (students also). An earlier (down-modded as troll and rightly so) post said "don't buy software if you don't know how to use it." On the off chance that the poster was serious, please consider those who have little or no choice.
Back to me... I said I don't use tech support much, but my few experiences are mixed. On Aug 9, I wanted to know the exact date that I could expect XP SP2 to hit my lab PCs via AutoUpdates, so I called MS tech support. I talked to a lady who said (in a confident manner), "today!" Well, she was off by a couple of weeks. As usual with support issues, I found better information on the web.
You take a relatively minimaly skilled job like Tech support, ship it over seas to even cheaper labor and you get your ass bitten.
Eh, I worked in tech support. The English native speakers are equally as worthless as those that are ESL overseas workers. It's basically a trade off for the most part.
From my personal experience the ESL workers have more technical experience and end up being able to do something for you even if it takes longer for you to get your point across. The native English speakers suck at understanding your point AND they suck at the technical side of things.
$9.00/hr jobs with shitty benefits (if any at all) to put up w/raving assholes bitching at you because your Internet connection is down isn't worth it for most people that have a clue (unless they are college students that need a flexible schedule).
There's a cultural one too. Depending on the problem, users will expect empathy from the other side. With cultural differences, that gets harder. As a European, I've had to call a few US helpdesks in the past, and it's just not the same. You'd expect it to be ok, but i guess Americans just have a different method of social interaction than us Europeans.
"The only way to break through is to throw a tantrum and become an 'ugly American."
I couldn't agree more. I had problems with Earthlink a few months ago after a bad storm had gone through - our DSL was down for most of the day, but I couldn't get a tech to give me a straight answer to my simple question. Eventually, I argued my way to a manager, who still refused to give me a straight answer. By the time I was done, they had lost their "american" accents and were more angry with me than I was with them. We tried calling customer service to get a complaint filed, only to find that the techs I had spoken with never logged any of the calls like they were supposed to, so it was impossible to even attempt to get a free month out of them.
I find that a lot of problems stem from the fact that they refuse to deviate from the scripts that they're given - and won't believe you (with good reason - I know I don't usually believe the useres that I work with) that you've tried all of that already.
Tech support is expensive.
Users are getting dumber and calling tech support for things they shouldn't.
Ever hear of someone calling their ISP to help them clear disk space to install the ISP software?
They can just hang up (frustrated customer)
Or they can help the customer, this is expensive, so get a lower level cheaper tech to do it.
That being said I rarely call tech support for anything other then my ISP is broken. Even then I've just about given up, when I telnet to the smtp port on my mailserver and it replies with an error message, they want me to reboot my computer.
The company may be "saving money" by paying the people one fifth of what stateside would get, but I can say with confidence that the call took ten times longer than it would have if someone with competant computer knowledge was on the line. Rote reading from of a incomplete trouble shooting guide does not replace expert knowledge. The worse thing you can do to those folks is to follow there directions literally and exactly.
"It is a greater offense to steal men's labor, than their clothes"
> it'd be like someone from London speaking cockney rhyming slang and expecting that to be understood
/sound of quiet sobbing in the background.
Heh. Cockney rhyming tech support.
"What? No, no, I don't *have* a Mac, I have a PC! What? NO! I have *one* broken *Windows* computer! Why do you keep talking about Apples in pairs? And no, I do *not* think this should be lemon squeezy! Give me your manager! No, dammit! Not the *governor!* GAAAAAH!"
Its gotten so bad that I recommend people purchase generic computers rather than suffer the abuse of major name brand computers.
Seastead this.
What upsets me so much about this is not that Microsoft sucks at writing secure, reliable software but rather that there are so many people that are so willing to exploit it. Considering how many unique exploits there are on Windows XP, I feel that regardless of secure we think that Linux or BSD or Mac OS X may be, that if they had the dominant market share in their current state there would also be a large number of malware apps running wild on those platforms.
When you consider that it takes a significant amount of time to diagnose and resolve malware issues properly over the telephone, it immediately becomes impossible to offer good technical support. Sure, there are other key issues, such as outright hardware failure, but when malware is slowing down the machine average call time automatically increases. So unless your policy is to shaft users (and their data) and tell them to reformat/reinstall/use the restore CD right off the bat, or you are willing to pay what it really takes to have enough reps to help your customers, then there is absolutely no way to provide satisfactory technical support. Not in California, not in Canada, not in India.
I am feeling fat and sassy
I can compete with foreign workers (i work my ass off), i just can't compete with the increasing industry-wide pay cut that has resulted where now I suddenly cannot afford to pay for existing debts that I could afford previously.
I'm already making plans for my girlfriend and I to move out of california now since it's just too expensive and there are increasingly less and less tech jobs here.
The division seems to be between people who own a home and those who don't. Everyone I see who doesn't own a home here already is struggling and the ones who do are taking vacations. I've pulled out my savings to go on 'vacation' to the east coast to look for work.
http://www.livejournal.com/users/cixel
Most of my nontechnical acquaintances are savvy enough to select "help" from a menu or read the glossy "getting started" summary card packed at the top of the box. If Clippy has the answer for them, they don't call tech support.
The problem is not whether the person on the phone has a detectable accent or a professional demeanor. The problem is that for the last five years, tech support people, foreign or domestic have been human versions of Clippy. Only with fewer preprogrammed answers. The problem is that in so many cases they appear to be reading from a top forty FAQ sheet and cannot solve any problem that the average user can't solve themselves.
I'm happy with anyone who actually solves my problem, and I'll be most other customers are, too.
"How to Do Nothing," kids activities, back in print!
Every day I am amazed at the lack of skill and knowledge in IT personnel. 9 out of 10 of them should never have been a sys admin, programmer or support person.
I think Microsoft is largely to blame. When people leaving school suddenly awakened to the fact that you don't just get handed a well paying job, Microsoft were pushing MSCE, etc. on the technically challenged masses.
In the end only Microsoft gained. The masses eventually got paid less because of the laws of supply and demand, but still companies felt that they were bestowed with armies of skilled people certified 'smart' by Microsoft.
Actually the armies of idiots might be the one thing that gives Microsoft staying power in companies. Migrate to Linux? Unless you re-hire your whole IT department you are in big troubles.
At least your department will be much smaller.
If you cannot even manage something you are certified for, what about something that actually requires a brain. Now make that idiot a manager and it becomes impossible.
I must apologize for using 'idiot', its a relative thing. I am smart in technology, but an idiot when it comes to stuff like financial investment, legal matters, fixing cars, etc. See, no harm done.
Now helpdesk personnel need to be patient. Thats where the Filipino's shine, pleasant and patient, but not very smart on the technical stuff no matter what they tell themselves.
I guess its a catch 22, very few tech savvy people will work in a helpdesk. Maybe it will be the first true mass market for good AI?
The basic problem - the reason why tech support in general (especially from a large company) is almost certain to suck whether it's in India, Wales, the United States or even Texas - is that people who are clueful don't want to do technical support.
Tech support is generally a low-paid entry level job. Many people in tech support aren't there to make a career, they are there simply because they need some kind of job. (It always amused me when I was a teenager looking for entry-level jobs how it always said 'Why are you applying for a job at company X?' and you had to write some BS-filled 'go forward' corporate speak response on how the company is so wonderful, and how it'll be the start of a long career etc. when the genuine answer is simply 'because I need the money'.)
Generally, the people in tech support will not have a clue and don't care to have a clue; they just want to collect their paycheck. Those with a clue would never do tech support even if you doubled their salary because the job is utterly stultifying.
I have worked in a small call centre (12 positions). Fortunately, it *was not* tech support, but railway information. But even there we had the same problem: the job really demanded someone who knew geography well and had an interest in the railways, and the majority of people there just wanted a paycheck. Turnover was fast - it was rare that anyone stayed in the call centre for more than 6 months before leaving the company or finding a job somewhere else in the company. The trouble is there was quite a bit of knowledge you needed to do the job well thanks to the byzantine fare structure and the complex geography of the national railway network, and usually at 6 months the person was just getting competent and fast at doing the job - and they'd go and leave. I would imagine tech support isn't much different.
Oolite: Elite-like game. For Mac, Linux and Windows
Bzzzt. Completely wrong. What happened here is that volunteers (whose name I won't mention) SUED the parent company and won because they were working more than they should have for "free". Since then, the volunteer programs of nearly every large MMORPG have been shut down because it's cheaper to pay for crappy help than it is to litigate against volunteers who suddenly want to be paid. Good try though.