| So I call my telephone company and
| |
| | Toshiba complained in a posting that his
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| someone picks up 15,000 miles away. I
| |
| | job was outsourced to Turkey. Kencall of
|
| asked the rep where she's from. She said,
| |
| | Kenya, provides its own generators and
|
| "I am from Mary-Land sir. How may I give
| |
| | satellite uplink. I bet they don't have
|
| you excellent service today?" The accent
| |
| | an employee snack room though.Foreign
|
| was... American... in a high society 19th
| |
| | Outsourcing vs. Offshoring"Foreign
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| century ultra-polite sort of way."Mary
| |
| | Outsourcing" is the hiring of a foreign
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| Land?" My brain's editing booth could not
| |
| | company to do some of your work, while
|
| screen the snickers in time."Yes sir...
| |
| | "Offshoring" is the creation of a wholly
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| this is correct sir." She pushed to the
| |
| | owned foreign subsidiary which gives the
|
| next level. "Yes, Mary Land, sir, on thee
| |
| | company greater control. According to the
|
| eastern seaboard. How may I give you
| |
| | financial consulting firm Deloitte and
|
| excellent service?""The eastern
| |
| | Touche, there was a 38% increase in the
|
| seaboard?" Now laughing out loud."Yes
| |
| | number of financial institutions with
|
| sir, on thee eastern seaboard of thee
| |
| | offshore operations in 2003, with an
|
| United States. May I give you excellent
| |
| | estimated 500% increase in offshore jobs.
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| service today?"The 'broken record'
| |
| | See "The Titans Take Hold" (PDF)Call
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| assertiveness technique broke my resolve
| |
| | center work is only the tip of the
|
| and she proceeded to give me excellent
| |
| | iceberg. There is an ever expanding list
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| service, in a deceptive kind of way,
| |
| | of higher level technical positions being
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| though the experience left me queasy
| |
| | exported from a variety of industries.
|
| thinking about the whole new class of
| |
| | Engineering positions, architectural
|
| jobs being shipped overseas.When
| |
| | design work, computer programmers,
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| manufacturing left the United States, the
| |
| | computer-generated animation, financial
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| tech sector was supposed to be the new
| |
| | and legal research, insurance claim
|
| frontier. Americans rushed out to be
| |
| | processing, software coding, AutoCAD,
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| retrained. Students set their sites on
| |
| | technical drawings and billions of
|
| computer engineering. Our tech sector was
| |
| | dollars worth of back office services are
|
| so good, it created the very systems that
| |
| | now being moved from the first world to
|
| made it possible to replace itself.
| |
| | the third world by mostly the larger
|
| Corporations discovered that an Indian
| |
| | companies. This is making it difficult
|
| college graduate will work at a call
| |
| | for medium sized businesses to
|
| center for 10,000 rupees a month, or just
| |
| | compete.India is well positioned to
|
| under $60.00 a week. I have no malice for
| |
| | receive much of this work because it has
|
| our Indian friends, they only want to
| |
| | a large English speaking population from
|
| work. But our kids are going to have to
| |
| | its colonial history with Great Britain,
|
| become proficient at more than playing
| |
| | and a growing pool of Internet-wise
|
| video games and watching movies to
| |
| | graduates ready to work at low Indian
|
| compete with this highly educated and
| |
| | wages.Concerns over data privacy and data
|
| driven mass of hungry labor! Math
| |
| | theft loom large. Three employees of
|
| anyone?I remember hearing that the
| |
| | Msource in India allegedly siphoned off
|
| receptionist was the "face and voice" of
| |
| | $350,000 from Citibank customers
|
| the company and the public would get
| |
| | recently, using information obtained over
|
| their first and most lasting impression
| |
| | the phone, according to Callcentres.net.
|
| based on her attitude. (With that much on
| |
| | The plaintiffs who will go through a
|
| her shoulders, they should have raised
| |
| | living hell trying to gain back their
|
| her pay.) Now the whole customer
| |
| | financial identities will not be
|
| interface has been tossed to foreign
| |
| | outsourced, nor will the local judges and
|
| nationals. Perhaps there will be a
| |
| | jury who will hear the case. A couple
|
| backlash in advertising. "Our tech
| |
| | other factors that come to mind when
|
| support is Made in the USA! If the
| |
| | considering foreign outsourcing or
|
| anecdotal evidence on Internet posting
| |
| | off-shoring, are Islamic terrorists
|
| boards is any measure, many customers
| |
| | hostile to western interests, civil
|
| would rather be pierced with punji sticks
| |
| | unrest, security costs, infrastructure
|
| rather than be taught one foreign
| |
| | concerns and the global war on
|
| language, (the computer) by someone with
| |
| | terrorism...just off the top of my
|
| another foreign language! Written scripts
| |
| | head.Growing up we were told to eat all
|
| are repeated ad nauseum with no ability
| |
| | of our food because people were starving
|
| to converse off-road and actually make
| |
| | in other countries. I remember being
|
| the customer feel understood. Below is a
| |
| | chastised for suggesting that we should
|
| sample, your results may vary.Reactions
| |
| | ship out my left over peas and carrots.
|
| to Foreign Customer Service"I called HP
| |
| | Today we should tell our kids to study
|
| Cares. They didn't. I spoke with three or
| |
| | hard and think outside the box because
|
| four representatives. They all had
| |
| | people in other countries are hungry for
|
| limited English and spoke with an accent.
| |
| | their jobs!Let's Laugh and Have FaithOn a
|
| They all asked me the same set of
| |
| | lighter note, my wife called our credit
|
| questions. Many asked the same questions
| |
| | card company and was transferred to
|
| over and over and over again. They all
| |
| | "Mumbai". (Bombay) In one minute she was
|
| refused to believe that the sticker was
| |
| | squaring off with the mores of a
|
| not there. They all treated me like I was
| |
| | patriarchal society. She was told that
|
| simply too stupid to find it or maybe I
| |
| | she would have to "consult with her
|
| was just blind. And, they all put me on
| |
| | husband and obtain his permission and
|
| hold...""We could not understand each
| |
| | consent, and gain his approval."The
|
| other. Even the simplest English terms
| |
| | policy was no doubt born in America, but
|
| were incomprehensible to her. I said
| |
| | something in the tone and wording
|
| goodbye and went through the tedious
| |
| | communicated female inferiority and
|
| re-calling process, waiting another 20
| |
| | wifely subservience. The idea of being
|
| minutes or so on hold. The second
| |
| | "granted approval" was not going down
|
| technician could also not understand
| |
| | easy. There may have been some
|
| English, and the connection broke after a
| |
| | gagging."BUT...IF, my husband doesn't pay
|
| few minutes, so I called a third time,
| |
| | his bill, THEN you'll want to talk to me!
|
| going through the whole waiting
| |
| | Will I need his "approval" and "consent"
|
| drill...""I will never purchase another
| |
| | and "permission" for MY credit to be
|
| Dell product, ever again. And everyone I
| |
| | hammered?"I was handed the phone at a
|
| know will not purchase their products
| |
| | certain mid-point in the intercontinental
|
| either..."It appears that companies may
| |
| | shoving match. Something about "your
|
| also be outsourcing the trust they've
| |
| | husband will have to make that
|
| built in their brand, along with customer
| |
| | decision".I got on the phone and had a
|
| loyalty and retention. I think I'm on to
| |
| | lovely conversation. We marveled at how
|
| something here. Let's go American
| |
| | all of this can be taking place over
|
| business! Advertise your "Onshore"
| |
| | thousands of miles. Actually I rather
|
| Calling Center!!!The call centers are not
| |
| | enjoyed the experience. Perhaps I can
|
| only in India, they are coming online
| |
| | outsource our marriage counselor.Rick
|
| anywhere a building can put up some
| |
| | David writes for a Merchant Newsletter @
|
| computers, chairs and get broadband. A
| |
| | Merchant America.
|
| Costa Rican tech support rep working for
| |
| |
|
