What’s the problem with Remote Technical Support from India?
After close to 8 years in the ITES/BPO industry in india, a small initiative called TechNation (India) was formed, to provide remote technical support, remote online training, online PC repair, web content and article writing and a host of other services.
This article is all about what prompted an employee to break off and start something like this? This is an academic discussion.
In their efforts to survive, the MNCs (Multi-National Companies) started looking for ways and means to survive and cut costs and off-shoring was the answer to many of them. Most of these companies have huge, plush offices in India, which is good but what they do inside these offices is not. They do not realize that what they do not only affects the careers of those who work for them, it also affects the quality of service that is provided to their customers, who pay for these services with their hard-earned money.
This is what they do:
Hire untrained, incompetent staff and put them on the job to “just answer the calls & transfer them to on-site support”.
Do not provide adequate training to their staff because they “do not have sufficient bandwidth” to provide training. The result: pathetic customer service or tech support.
Do not hire sufficient numbers of staff as promised to their customers, just to cut costs. (Of course their clients are shown big numbers – from other teams, who go about their jobs as soon as the client visit is over!) The result – you have an under-sized team answering back to back calls with no time to even get a 10 minute break, during a 9 hour shift! When someone works in such conditions, they get frustrated and angry and this is shown to the customers.
Offer jobs with great designations and high salaries. But the actual job is a far cry away from the designations. For example, a guy providing front-line desktop tech support goes by the designation of “system adminstrator” or “senior system administrator”!
While on one hand there are those who work with no time even for a small break, there are others who go to work and spend the day waching movies and playing indoor games – because there’s no work to do. But of course, they got their salaries on time!This was even at a time when people in other parts of the world were losing their jobs and were struggling to to make ends meet.
Having said that, I must add, there are still some companies who give great importance to delivering quality services. But sadly, such companies are too few. There are a number of well trained, highly skilled and highly educated people in India, but if they land up in a company that does not have the right approach, they end up messing up their careers. I can only hope that more and more of these companies start giving important to quality and right practices and start providing high-quality services to their customers. After all, it is only the customer who keeps the company alive! Just because you are a “big” company does not mean you can provide bad service or treat your customers like dirt.
TechNation (India) is an initiative to prove that you do not need to be a “big” company to leverage knowledge, adopt best practices & of course, provide good services.
Source:- onlinetechnicalsupport.biz
This article is all about what prompted an employee to break off and start something like this? This is an academic discussion.
In their efforts to survive, the MNCs (Multi-National Companies) started looking for ways and means to survive and cut costs and off-shoring was the answer to many of them. Most of these companies have huge, plush offices in India, which is good but what they do inside these offices is not. They do not realize that what they do not only affects the careers of those who work for them, it also affects the quality of service that is provided to their customers, who pay for these services with their hard-earned money.
This is what they do:
Hire untrained, incompetent staff and put them on the job to “just answer the calls & transfer them to on-site support”.
Do not provide adequate training to their staff because they “do not have sufficient bandwidth” to provide training. The result: pathetic customer service or tech support.
Do not hire sufficient numbers of staff as promised to their customers, just to cut costs. (Of course their clients are shown big numbers – from other teams, who go about their jobs as soon as the client visit is over!) The result – you have an under-sized team answering back to back calls with no time to even get a 10 minute break, during a 9 hour shift! When someone works in such conditions, they get frustrated and angry and this is shown to the customers.
Offer jobs with great designations and high salaries. But the actual job is a far cry away from the designations. For example, a guy providing front-line desktop tech support goes by the designation of “system adminstrator” or “senior system administrator”!
While on one hand there are those who work with no time even for a small break, there are others who go to work and spend the day waching movies and playing indoor games – because there’s no work to do. But of course, they got their salaries on time!This was even at a time when people in other parts of the world were losing their jobs and were struggling to to make ends meet.
Having said that, I must add, there are still some companies who give great importance to delivering quality services. But sadly, such companies are too few. There are a number of well trained, highly skilled and highly educated people in India, but if they land up in a company that does not have the right approach, they end up messing up their careers. I can only hope that more and more of these companies start giving important to quality and right practices and start providing high-quality services to their customers. After all, it is only the customer who keeps the company alive! Just because you are a “big” company does not mean you can provide bad service or treat your customers like dirt.
TechNation (India) is an initiative to prove that you do not need to be a “big” company to leverage knowledge, adopt best practices & of course, provide good services.
Source:- onlinetechnicalsupport.biz
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