RE: don't believe the offshore hype

Subject: RE: don't believe the offshore hype
From: Mailing List <mlist -at- ca -dot- rainbow -dot- com>
To: "TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com>
Date: Tue, 9 Mar 2004 14:26:49 -0500



Didn't I read, perhaps on CE-L, rather than here, that
DELL is bringing its tech-support call center back to
the USA, after having had it in Bangalore for a while?

That might be a good sign.

On the dark side, however, it was noted that this was
just the corporate/enterprise support that was being
repatriated. The "you don't count, you're just a
retail, single-PC purchaser" support line will remain
in India, where the important skill is "sympathetic
listening" and not technical competence ("I understand
your frustration...."). If that last comment was true,
it would imply an unfortunate level of stinginess on
the part of DELL, since there are plenty of well-trained
technicians and engineers in India who would still cost
less than North American phone-support-techs, if a bit
pricier than sympathetic listeners. :-)

On the gripping hand, my new company, Rainbow (for the
next week or so until SafeNet completes their acquisition
of us) has a cluster of writers at their Indian division,
and they are *very* capable people.

When I heard about the DELL thing, my first thought
was to wonder why DELL wouldn't bring the tech-support
jobs to .... Canada. We're close enough that we're
pretty-well interchangeable, yet we're cheaper than
US equivalents, with our 75-cent dollar and all. :-)

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