June 5, 2006 10:46 AM PDT

Apple hangs up on India call center

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Apple plans India call center

March 9, 2006
Three months after Apple Computer announced plans to set up a call center in Bangalore, India, the company has changed its mind.

An Apple spokesman confirmed that the company no longer intends to locate a call center in Bangalore, a hub for call centers in India. "We have re-evaluated our plans, and have decided to put our planned support center growth in other countries," Apple's Steve Dowling said.

The Times of India reported the move on Saturday, and said Apple had already hired about 30 people for the operation. Dowling declined to comment on what caused Apple to pull back on the Bangalore plans, or which other countries Apple is considering for the new call center.

In March, Apple announced that it would build the call center in Bangalore after experiencing a surge in growth over the past few years. Apple currently operates call centers in Sacramento, Calif., and Austin, Texas.

Apple's technical support has generally received higher ratings than its PC counterparts. An August 2005 study conducted by the University of Michigan's American Customer Satisfaction Index found consumers ranked Apple ahead of other vendors, such as Dell, Hewlett-Packard and Gateway.

See more CNET content tagged:
call-center, Bangalore, India, Apple Computer

184 comments

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Because...
No one likes talking to people in India. I love how they try to speak fluent English and have work names like John, Susan, Tom, Julie etc... the majority of the time they don't comprehend what your problem is and it's extremely frustrating having to explain the problem 10 different times, 10 different ways trying to dumb it down each time hoping they get idea. They are nothing more than sheet readers with no real idea how to trouble shoot a problem, they just follow the steps that is writen out for them on their handy little if this problem then try this sheet.
Posted by SeizeCTRL (1333 comments )
Reply Link Flag
I agree 100%
n/m
Posted by SeaMoose77 (14 comments )
Link Flag
true
When you have to spell Princeton (which I assumed everyone knew how to spell, it's not Mississippi) to these people then you really have to wonder...

<a class="jive-link-external" href="http://www.otherthingsnow.blogspot.com" target="_newWindow">http://www.otherthingsnow.blogspot.com</a>
Posted by SqlserverCode (165 comments )
Link Flag
If Apple trained those people then it would be no problem
If only Apple or other companies try to take some time and train them then it will be a non issue. This has nothing to do with a specific country or atleast its people.

I have had very good customer service experience by the representatives employed in an indian call center.
Posted by Tanjore (322 comments )
Link Flag
I totally agree
I had a problem with a network card and already did a significant amount of troubleshooting, which I emailed to tech support for this company. What I got back was a horrible email in broken english and an attachment that would fix my problem. The attachment was a one page marketing brochure!

A follow up email produced another response which looked like they used Google translator to get it to English.

Rediculous. How much money are they saving versus how many customers are being lost?
Posted by ss_Whiplash (143 comments )
Link Flag
Even India-born users hate th India call Center
We had a Indian customer who routinely called us for work that would have been warranty. He had figured out on the first call, that, even in their native tongue, the call center was just reading scripts.
Posted by Too Old For IT (351 comments )
Link Flag
Garbage : SeizeCTRL
Idiot, Goof-ball. Can I say that here?

Your problems (phobias) with India based call-centres are exactly that!!!!! Not Apple's.

Apple doesn't have any that serve North America.
What's that phrase??? "Buy a Dell rot in Hell".

Glad to see you 'converted' Moron!!!!!
Posted by Dougw10001 (4 comments )
Link Flag
Sad, but...
completely correct...
Posted by CentrOS (126 comments )
Link Flag
Thats true of
...Support folks in the U.S. too. Lets face it, this is low-skill, low-paying grunt work here and people arent exactly lining up for these jobs.

From articles i've read there are well-educated indians in their early 20s who are fairly enthusiatic about these jobs (wait till they find out what a dead-end they've found).

The reasons for exporting all of these jobs is purely economic - american corporations and consumers are looking for the best deal - this translates to manufacting the products in china and supporting them in india.

Bottom-line. Dealing with support is frustrating. Dealing with differences in accent and culture aggravates it.

For full disclosure - I am of indian descent and your note crossed the line from frustration to pettiness when you took a shot at indian culture.
Posted by bluebrahman (2 comments )
Link Flag
Because...
No one likes talking to people in India. I love how they try to speak fluent English and have work names like John, Susan, Tom, Julie etc... the majority of the time they don't comprehend what your problem is and it's extremely frustrating having to explain the problem 10 different times, 10 different ways trying to dumb it down each time hoping they get idea. They are nothing more than sheet readers with no real idea how to trouble shoot a problem, they just follow the steps that is writen out for them on their handy little if this problem then try this sheet.
Posted by SeizeCTRL (1333 comments )
Reply Link Flag
I agree 100%
n/m
Posted by SeaMoose77 (14 comments )
Link Flag
true
When you have to spell Princeton (which I assumed everyone knew how to spell, it's not Mississippi) to these people then you really have to wonder...

<a class="jive-link-external" href="http://www.otherthingsnow.blogspot.com" target="_newWindow">http://www.otherthingsnow.blogspot.com</a>
Posted by SqlserverCode (165 comments )
Link Flag
If Apple trained those people then it would be no problem
If only Apple or other companies try to take some time and train them then it will be a non issue. This has nothing to do with a specific country or atleast its people.

I have had very good customer service experience by the representatives employed in an indian call center.
Posted by Tanjore (322 comments )
Link Flag
I totally agree
I had a problem with a network card and already did a significant amount of troubleshooting, which I emailed to tech support for this company. What I got back was a horrible email in broken english and an attachment that would fix my problem. The attachment was a one page marketing brochure!

A follow up email produced another response which looked like they used Google translator to get it to English.

Rediculous. How much money are they saving versus how many customers are being lost?
Posted by ss_Whiplash (143 comments )
Link Flag
Even India-born users hate th India call Center
We had a Indian customer who routinely called us for work that would have been warranty. He had figured out on the first call, that, even in their native tongue, the call center was just reading scripts.
Posted by Too Old For IT (351 comments )
Link Flag
Garbage : SeizeCTRL
Idiot, Goof-ball. Can I say that here?

Your problems (phobias) with India based call-centres are exactly that!!!!! Not Apple's.

Apple doesn't have any that serve North America.
What's that phrase??? "Buy a Dell rot in Hell".

Glad to see you 'converted' Moron!!!!!
Posted by Dougw10001 (4 comments )
Link Flag
Sad, but...
completely correct...
Posted by CentrOS (126 comments )
Link Flag
Thats true of
...Support folks in the U.S. too. Lets face it, this is low-skill, low-paying grunt work here and people arent exactly lining up for these jobs.

From articles i've read there are well-educated indians in their early 20s who are fairly enthusiatic about these jobs (wait till they find out what a dead-end they've found).

The reasons for exporting all of these jobs is purely economic - american corporations and consumers are looking for the best deal - this translates to manufacting the products in china and supporting them in india.

Bottom-line. Dealing with support is frustrating. Dealing with differences in accent and culture aggravates it.

For full disclosure - I am of indian descent and your note crossed the line from frustration to pettiness when you took a shot at indian culture.
Posted by bluebrahman (2 comments )
Link Flag
Not really.....
I do believe that many Indians are better than that. Just that they are still quite a percentage who just dont think out of the box.

I am just presenting another side of the idea. From this point onwards when I refer to Indians I do not refer to all Indians just a part of the population.

Though I can not deny that Inians have a great tendency to just memorize things and repeat them at will I know I am sick of it here. They can tell you recite a book but lack creative thinking and logic. They just dont think out of the box.

The Indian mind solves problems like this.
1) understand problem
2) follow guidelines
3) If aove doesnt work give up

The 3rd step is what we all really get irritated with. Call centres should hire people who know what they are dealing with and when the guidelines dont work they try to figure out new things that might fix the problem.

tekthots.blogspot.com
Posted by vamega (17 comments )
Reply Link Flag
Never work
You are right, but the problem is that then they'd have to pay thier call center people good wages, which is why they are moving to India to begin with.
Posted by ss_Whiplash (143 comments )
Link Flag
Wow do people really where their racism on their shirts?
I know what everyone is talking about. I am actually in charge of working with co-workers in India. The issue at hand has nothing to do with a race of people, it has to do with proper training.

Someone brought up the fact they use fake names. This is not by choice. I was shocked when my new hires told me their previous companies made them do this. They were also give accent training to recognize say a southern US accent compared to a New England or West Coast accent. This is nice and all but what does this have to do with the product or service training they really need.

The companies that hired these people and give this lack of services deserve the finger pointing. They careless if all of you are mad at a person on the other side of the planet. Just as long as you don't blame the company.

Ask yourself how many times you have been just as mad by a company with a US representative that enforces lame policies. You never say F#@$ing Georgians or Kentuckians or whatever state they are from.

Point your fingers at the company and not at a race of people. And you wonder why other countries hate us and want to destroy us.
Posted by da_bombdiggidy (42 comments )
Link Flag
Creative thinking:-)
&gt;They can tell you recite a book but lack creative thinking and logic.

Here is an actual creative thinker, a true racist creative thinker! By the way, what made you think that you are better at 'logical analysis and creative thinking'?
Posted by pdude (65 comments )
Link Flag
hi this is so useful topic
bt u als trust on my topic about bpo



visit my site for bpo solutions
<a href="http://www.sapiencebpo.com">outsourcing</a>
Posted by satendra777 (2 comments )
Link Flag
Not really.....
I do believe that many Indians are better than that. Just that they are still quite a percentage who just dont think out of the box.

I am just presenting another side of the idea. From this point onwards when I refer to Indians I do not refer to all Indians just a part of the population.

Though I can not deny that Inians have a great tendency to just memorize things and repeat them at will I know I am sick of it here. They can tell you recite a book but lack creative thinking and logic. They just dont think out of the box.

The Indian mind solves problems like this.
1) understand problem
2) follow guidelines
3) If aove doesnt work give up

The 3rd step is what we all really get irritated with. Call centres should hire people who know what they are dealing with and when the guidelines dont work they try to figure out new things that might fix the problem.

tekthots.blogspot.com
Posted by vamega (17 comments )
Reply Link Flag
Never work
You are right, but the problem is that then they'd have to pay thier call center people good wages, which is why they are moving to India to begin with.
Posted by ss_Whiplash (143 comments )
Link Flag
Wow do people really where their racism on their shirts?
I know what everyone is talking about. I am actually in charge of working with co-workers in India. The issue at hand has nothing to do with a race of people, it has to do with proper training.

Someone brought up the fact they use fake names. This is not by choice. I was shocked when my new hires told me their previous companies made them do this. They were also give accent training to recognize say a southern US accent compared to a New England or West Coast accent. This is nice and all but what does this have to do with the product or service training they really need.

The companies that hired these people and give this lack of services deserve the finger pointing. They careless if all of you are mad at a person on the other side of the planet. Just as long as you don't blame the company.

Ask yourself how many times you have been just as mad by a company with a US representative that enforces lame policies. You never say F#@$ing Georgians or Kentuckians or whatever state they are from.

Point your fingers at the company and not at a race of people. And you wonder why other countries hate us and want to destroy us.
Posted by da_bombdiggidy (42 comments )
Link Flag
Creative thinking:-)
&gt;They can tell you recite a book but lack creative thinking and logic.

Here is an actual creative thinker, a true racist creative thinker! By the way, what made you think that you are better at 'logical analysis and creative thinking'?
Posted by pdude (65 comments )
Link Flag
the same story here
While i agree what you say about the problem to explain to an outsourced call-center rep, i find the same problem here. If I call a rep who may be based here and is an american, i find it hard to explain my problem and have to repeat details over and over again.
I have had my share of calls to both kinds (outsourced and onshore) and had the same furstrating experience. So I guess it has nothing to do with where the location is, its all about training. So get your facts straight !
Posted by csg7 (81 comments )
Reply Link Flag
the same story here
While i agree what you say about the problem to explain to an outsourced call-center rep, i find the same problem here. If I call a rep who may be based here and is an american, i find it hard to explain my problem and have to repeat details over and over again.
I have had my share of calls to both kinds (outsourced and onshore) and had the same furstrating experience. So I guess it has nothing to do with where the location is, its all about training. So get your facts straight !
Posted by csg7 (81 comments )
Reply Link Flag
couple of points....
First of all, let's imagine for a minute that things were the other way round and call centers for Indian companies were in the US. And let's say someone called the tech support from there. They will have the same problems: our accent which they won't understand, we won't be able to spell out their names, addresses etc. The point I am trying to make with this example is that it's not their fault if they have a different accent and can't spell properly. It's the company's fault who outsources these services to other countries like India, China, Taiwan etc. If they want to cut corners and same little money, they are the one to blame.

Again, let's imagine, there's a guy who flips burgers at McDonalds and makes $5 an hour and you hire him to work as a tech support personnel for let's say at $10 an hour, is he going to refuse the job? It really doesn't matter whether he knows stuff or if he just follows the printed flow chart given by Dell, HP or whatever company he's working for. If he can double his income, he will go for it. And you'll have to hear "Yo! wassup. How u doin? aite." The same thing is happening over there in India. Call center jobs are easy to get, generally without any technical background, and have good pay (for their standards) and Indians are going for those jobs. By the way... I once asked a guy working in a call center and he told me that they get paid around $1/hr (converted from INR). So we can expect this kind of service, nothing better.

Finally, Apple should not outsource anyways. They have a habit of charging their customers exorbitant amount of money. For example, a black macbook is $200 more than a white macbook of exactly same specifications, and they charge $65, just for changing iPod battery (at the time when $100 laptops are being developed). So, the least Apple can do is provide quality service to their customers and keep the call centers in US.
Posted by Riyan.M (20 comments )
Reply Link Flag
...
Couple of things, the black macbook has an increased hard drive
capacity over the white.. Doesn't justify the higher cost though. As
far as ipods go.. you won't get charged the $65 if you're in
warranty.. ipod support is web based and automated either way, if
you're trying to get support for your ipod don't call apple, go to
<a class="jive-link-external" href="http://www.apple.com/support/ipod/index.html" target="_newWindow">http://www.apple.com/support/ipod/index.html</a>.
Posted by montgomeryburns (109 comments )
Link Flag
Think about it Sparky
Ok, Apple charges $65 to change an iPod battery. So do it
yourself! Oh wait, maybe you can't? Then perhaps what the Apple
tech does is worth it.

Go to a local car dealership and see what they will charge to replace
your car's battery, which is a much simpler operation. It's going to
be around $60 - $65. You'll get charged a basic hour for the work,
even if it takes 10 minutes to do it.
Posted by Gromit801 (393 comments )
Link Flag
couple of points....
First of all, let's imagine for a minute that things were the other way round and call centers for Indian companies were in the US. And let's say someone called the tech support from there. They will have the same problems: our accent which they won't understand, we won't be able to spell out their names, addresses etc. The point I am trying to make with this example is that it's not their fault if they have a different accent and can't spell properly. It's the company's fault who outsources these services to other countries like India, China, Taiwan etc. If they want to cut corners and same little money, they are the one to blame.

Again, let's imagine, there's a guy who flips burgers at McDonalds and makes $5 an hour and you hire him to work as a tech support personnel for let's say at $10 an hour, is he going to refuse the job? It really doesn't matter whether he knows stuff or if he just follows the printed flow chart given by Dell, HP or whatever company he's working for. If he can double his income, he will go for it. And you'll have to hear "Yo! wassup. How u doin? aite." The same thing is happening over there in India. Call center jobs are easy to get, generally without any technical background, and have good pay (for their standards) and Indians are going for those jobs. By the way... I once asked a guy working in a call center and he told me that they get paid around $1/hr (converted from INR). So we can expect this kind of service, nothing better.

Finally, Apple should not outsource anyways. They have a habit of charging their customers exorbitant amount of money. For example, a black macbook is $200 more than a white macbook of exactly same specifications, and they charge $65, just for changing iPod battery (at the time when $100 laptops are being developed). So, the least Apple can do is provide quality service to their customers and keep the call centers in US.
Posted by Riyan.M (20 comments )
Reply Link Flag
...
Couple of things, the black macbook has an increased hard drive
capacity over the white.. Doesn't justify the higher cost though. As
far as ipods go.. you won't get charged the $65 if you're in
warranty.. ipod support is web based and automated either way, if
you're trying to get support for your ipod don't call apple, go to
<a class="jive-link-external" href="http://www.apple.com/support/ipod/index.html" target="_newWindow">http://www.apple.com/support/ipod/index.html</a>.
Posted by montgomeryburns (109 comments )
Link Flag
Think about it Sparky
Ok, Apple charges $65 to change an iPod battery. So do it
yourself! Oh wait, maybe you can't? Then perhaps what the Apple
tech does is worth it.

Go to a local car dealership and see what they will charge to replace
your car's battery, which is a much simpler operation. It's going to
be around $60 - $65. You'll get charged a basic hour for the work,
even if it takes 10 minutes to do it.
Posted by Gromit801 (393 comments )
Link Flag
I want technical support...
I want technical support that is both competent, and capable of communicating in American-English.

BTW, with a 3.x% market share, Apple doesn't need to employ many technical support people. :-)
Posted by john55440 (1020 comments )
Reply Link Flag
...agree
I agree. Macs have the tendency to fail considerably less than crappy PCs do, hence the need for fewer tech support agents.
Posted by andyengle (74 comments )
Link Flag
I agree but.....
3% of the entire PC market is HUGE. Apple sells over 1,000,000 Macs every 100 days. that's more than you might realize.

I worked in Apple Tech Support, and we took about 30-35 calls a day, each at about $6.50 per call. Apple support employs 800-1000 people, you do the math.

I agree, Apple should keep American-English speakers, that wasn't going to change with the new support center. American calls would still be handled in the States, the expansion was for the rest of the world.

Not sure what they plan on doing now.
Posted by OS11 (844 comments )
Link Flag
You're right!
Its been at least four years since I have had any reason to call Apple Tech Support. The stuff jus works - market share or not. :-)
Posted by wookielookin (13 comments )
Link Flag
I want technical support...
I want technical support that is both competent, and capable of communicating in American-English.

BTW, with a 3.x% market share, Apple doesn't need to employ many technical support people. :-)
Posted by john55440 (1020 comments )
Reply Link Flag
...agree
I agree. Macs have the tendency to fail considerably less than crappy PCs do, hence the need for fewer tech support agents.
Posted by andyengle (74 comments )
Link Flag
I agree but.....
3% of the entire PC market is HUGE. Apple sells over 1,000,000 Macs every 100 days. that's more than you might realize.

I worked in Apple Tech Support, and we took about 30-35 calls a day, each at about $6.50 per call. Apple support employs 800-1000 people, you do the math.

I agree, Apple should keep American-English speakers, that wasn't going to change with the new support center. American calls would still be handled in the States, the expansion was for the rest of the world.

Not sure what they plan on doing now.
Posted by OS11 (844 comments )
Link Flag
You're right!
Its been at least four years since I have had any reason to call Apple Tech Support. The stuff jus works - market share or not. :-)
Posted by wookielookin (13 comments )
Link Flag
thats the magic of capitalism
In France they have waiters who have a career, and its very specialized job, requiring knowhow of culture, wines, foods, serving temp, texture, seasons, etc, look what McDonalds did, just bulldozzed all the complexity into a 2 miniute 2 dollar meal. Thats the essence of capitalism... Reduce costs by decontructing complexity into simple tasks... essentaily anyone with little and no training can do. So if the performance of Indian call center is not good, the analyst who designed the customer care system has failed in his job.... This comes from someone who designs systems for a living.
Posted by APE837 (5 comments )
Reply Link Flag
Response
But in France, the professional waiter works at sit-down restaurants. Even before McDonalds, there were cafes, stores, etc. where you had minute-prepared foods.
The profesional waiter is a product of capitalism, just as much as McDonalds is.

The essence of capitalism is "give someone money, time, opportunity and incentive and they will create a product the market wants." The second essence of capitalism is that the value of said product is set through competition.
Posted by Vurk (147 comments )
Link Flag
thats the magic of capitalism
In France they have waiters who have a career, and its very specialized job, requiring knowhow of culture, wines, foods, serving temp, texture, seasons, etc, look what McDonalds did, just bulldozzed all the complexity into a 2 miniute 2 dollar meal. Thats the essence of capitalism... Reduce costs by decontructing complexity into simple tasks... essentaily anyone with little and no training can do. So if the performance of Indian call center is not good, the analyst who designed the customer care system has failed in his job.... This comes from someone who designs systems for a living.
Posted by APE837 (5 comments )
Reply Link Flag
Response
But in France, the professional waiter works at sit-down restaurants. Even before McDonalds, there were cafes, stores, etc. where you had minute-prepared foods.
The profesional waiter is a product of capitalism, just as much as McDonalds is.

The essence of capitalism is "give someone money, time, opportunity and incentive and they will create a product the market wants." The second essence of capitalism is that the value of said product is set through competition.
Posted by Vurk (147 comments )
Link Flag
Apple was NOT moving US Support to India
I see quite a few errors in the comments. Apple had no plans to move American English Support to non-American English speaking countries. The India Support center was for other countries.
Posted by OS11 (844 comments )
Reply Link Flag
thanks
thanks for pointing this out, John.

kinda makes all the ranting a bit pointless as the facts fall squarely
against their complaints.
Posted by regan2 (29 comments )
Link Flag
Apple was NOT moving US Support to India
I see quite a few errors in the comments. Apple had no plans to move American English Support to non-American English speaking countries. The India Support center was for other countries.
Posted by OS11 (844 comments )
Reply Link Flag
thanks
thanks for pointing this out, John.

kinda makes all the ranting a bit pointless as the facts fall squarely
against their complaints.
Posted by regan2 (29 comments )
Link Flag
BRAVO!
I dread tech calls that have to go overseas. The operators are not knowledgeable, you can tell they are going step by step through a script and generally its a waste of time.

Today I spent 6 hours with DELL techsupport in India over a 4 month old 20" monitor that is failing. 6 hours! 8 calls including four to their corporate office in TX insisting that I speak to someone in management.

I was told I needed to buy a new monitor at one point. Thats when I threw down the gauntlet and called Texas and asked for Mike Dell's office. After explaining the problem yet again, I was once again transferred to India but at least I am finally "supposedly" getting a new monitor.

I bought this Dell monitor for my Powerbook. 1/2 the cost of an Apple Display. Never again. Lesson learned.

Tom
Posted by wookielookin (13 comments )
Reply Link Flag
BRAVO!
I dread tech calls that have to go overseas. The operators are not knowledgeable, you can tell they are going step by step through a script and generally its a waste of time.

Today I spent 6 hours with DELL techsupport in India over a 4 month old 20" monitor that is failing. 6 hours! 8 calls including four to their corporate office in TX insisting that I speak to someone in management.

I was told I needed to buy a new monitor at one point. Thats when I threw down the gauntlet and called Texas and asked for Mike Dell's office. After explaining the problem yet again, I was once again transferred to India but at least I am finally "supposedly" getting a new monitor.

I bought this Dell monitor for my Powerbook. 1/2 the cost of an Apple Display. Never again. Lesson learned.

Tom
Posted by wookielookin (13 comments )
Reply Link Flag
Again, Apple never had plans to move US Support.
Here's the link and a couple quotes:

AGAIN, the India operation was not being built to replace anything in the States.


<a class="jive-link-external" href="http://news.cbsi.com/2100-1047_3-6047975.html" target="_newWindow">http://news.cbsi.com/2100-1047_3-6047975.html</a>


""Apple has gained millions of new customers in the past year, and we are building a call center in India to help meet our growing service and support needs," an Apple representative said in a statement to CNET News.com.

The company stressed that it isn't cutting any U.S. jobs, noting that its ranks are growing both in the United States and overall. "Our call centers in Austin and Sacramento also continue to grow," the Apple representative said. "
Posted by OS11 (844 comments )
Reply Link Flag
Again, Apple never had plans to move US Support.
Here's the link and a couple quotes:

AGAIN, the India operation was not being built to replace anything in the States.


<a class="jive-link-external" href="http://news.cbsi.com/2100-1047_3-6047975.html" target="_newWindow">http://news.cbsi.com/2100-1047_3-6047975.html</a>


""Apple has gained millions of new customers in the past year, and we are building a call center in India to help meet our growing service and support needs," an Apple representative said in a statement to CNET News.com.

The company stressed that it isn't cutting any U.S. jobs, noting that its ranks are growing both in the United States and overall. "Our call centers in Austin and Sacramento also continue to grow," the Apple representative said. "
Posted by OS11 (844 comments )
Reply Link Flag
you are all missing the point
Regardless or race, creed, and whatever else you wanna whine about. The fact is....these are telephone-based customer service positions; they should be filled by English speaking people who understand the language of the target consumer. Sure, we should be mad at Dell, Yahoo, (insert friendly outsourcer here). But we don't talk to them; it's either "Mary" in Mumbai or "Dawn" in Dehli that ends up wasting our precious time, and it's crazy frustrating!! So I say let them be the scapegoats, Americans comments about them are doing no more damage than each phone call they answer does to us. And it's not like Dell is gonna go in there and retrain or anything. Michael Dell is like "Outta sight, outta mind....." Until people stop putting their money into these companies, they will do whatever they want, whenever they want, and yes, however they want to do it. Another pretty bi-product of capitalism.
Posted by bqdla (4 comments )
Reply Link Flag
you are all missing the point
Regardless or race, creed, and whatever else you wanna whine about. The fact is....these are telephone-based customer service positions; they should be filled by English speaking people who understand the language of the target consumer. Sure, we should be mad at Dell, Yahoo, (insert friendly outsourcer here). But we don't talk to them; it's either "Mary" in Mumbai or "Dawn" in Dehli that ends up wasting our precious time, and it's crazy frustrating!! So I say let them be the scapegoats, Americans comments about them are doing no more damage than each phone call they answer does to us. And it's not like Dell is gonna go in there and retrain or anything. Michael Dell is like "Outta sight, outta mind....." Until people stop putting their money into these companies, they will do whatever they want, whenever they want, and yes, however they want to do it. Another pretty bi-product of capitalism.
Posted by bqdla (4 comments )
Reply Link Flag
you are all missing the point
Regardless or race, creed, and whatever else you wanna whine about. The fact is....these are telephone-based customer service positions; they should be filled by English speaking people who understand the language of the target consumer. Sure, we should be mad at Dell, Yahoo, (insert friendly outsourcer here). But we don't talk to them; it's either "Mary" in Mumbai or "Dawn" in Dehli that ends up wasting our precious time, and it's crazy frustrating!! So I say let them be the scapegoats, Americans comments about them are doing no more damage than each phone call they answer does to us. And it's not like Dell is gonna go in there and retrain or anything. Michael Dell is like "Outta sight, outta mind....." Until people stop putting their money into these companies, they will do whatever they want, whenever they want, and yes, however they want to do it. Another pretty bi-product of capitalism.
Posted by bqdla (4 comments )
Reply Link Flag
you are all missing the point
Regardless or race, creed, and whatever else you wanna whine about. The fact is....these are telephone-based customer service positions; they should be filled by English speaking people who understand the language of the target consumer. Sure, we should be mad at Dell, Yahoo, (insert friendly outsourcer here). But we don't talk to them; it's either "Mary" in Mumbai or "Dawn" in Dehli that ends up wasting our precious time, and it's crazy frustrating!! So I say let them be the scapegoats, Americans comments about them are doing no more damage than each phone call they answer does to us. And it's not like Dell is gonna go in there and retrain or anything. Michael Dell is like "Outta sight, outta mind....." Until people stop putting their money into these companies, they will do whatever they want, whenever they want, and yes, however they want to do it. Another pretty bi-product of capitalism.
Posted by bqdla (4 comments )
Reply Link Flag
For all those who take pride in being racist...
Read this story: "IBM to pour $6 billion into India" and here's the link

<a class="jive-link-external" href="http://news.cbsi.com/IBM+to+pour+6+billion+into+India/2100-1014_3-6080346.html?tag=nefd.top" target="_newWindow">http://news.cbsi.com/IBM+to+pour+6+billion+into+India/2100-1014_3-6080346.html?tag=nefd.top</a>

"IBM, the world's largest computer services company, said Tuesday that it plans to expand its services, software, hardware and research businesses in India, where it already is the largest multinational company with 43,000 employees in 14 cities, up from 4,900 in 2002."

That translates into 43000 more american jobs lost and not just call center jobs, but hardware and software design and research jobs. I don't think it's just the cost factor which is driving more companies over there. So instead of complaining about accents and 'lack of creativity in Indians', think about what went wrong and what can be done so that it doesn't happen again and again.
Posted by Riyan.M (20 comments )
Reply Link Flag
It's ONLY about the bottom line!
$!

"IF" the various companies that "outsource"[the entire middle class]to the 3rd world could pay those HERE the same price for the same job, they would!

They CAN'T and don't expect ANY company that can "outsource" to not do it ASAP!

USA and Western Europe govt policies have LET "outsourcing" be their way to cut cost and improve their bottom line!

When USA &#38; Western Europe decide to have "trade policy" that benefits their countries, ONLY then will it happen, until then, expect the 3rd world to be the BIG DOG in Capitalism! India, China, Brazil have already learned this, more will follow and the MIDDLE CLASSES of USA &#38; Western Europe will be a memory!
Posted by gary85739 (613 comments )
Link Flag
For all those who take pride in being racist...
Read this story: "IBM to pour $6 billion into India" and here's the link

<a class="jive-link-external" href="http://news.cbsi.com/IBM+to+pour+6+billion+into+India/2100-1014_3-6080346.html?tag=nefd.top" target="_newWindow">http://news.cbsi.com/IBM+to+pour+6+billion+into+India/2100-1014_3-6080346.html?tag=nefd.top</a>

"IBM, the world's largest computer services company, said Tuesday that it plans to expand its services, software, hardware and research businesses in India, where it already is the largest multinational company with 43,000 employees in 14 cities, up from 4,900 in 2002."

That translates into 43000 more american jobs lost and not just call center jobs, but hardware and software design and research jobs. I don't think it's just the cost factor which is driving more companies over there. So instead of complaining about accents and 'lack of creativity in Indians', think about what went wrong and what can be done so that it doesn't happen again and again.
Posted by Riyan.M (20 comments )
Reply Link Flag
It's ONLY about the bottom line!
$!

"IF" the various companies that "outsource"[the entire middle class]to the 3rd world could pay those HERE the same price for the same job, they would!

They CAN'T and don't expect ANY company that can "outsource" to not do it ASAP!

USA and Western Europe govt policies have LET "outsourcing" be their way to cut cost and improve their bottom line!

When USA &#38; Western Europe decide to have "trade policy" that benefits their countries, ONLY then will it happen, until then, expect the 3rd world to be the BIG DOG in Capitalism! India, China, Brazil have already learned this, more will follow and the MIDDLE CLASSES of USA &#38; Western Europe will be a memory!
Posted by gary85739 (613 comments )
Link Flag
so what!
Apple giving up on their call center in India means nothing!

Be the call center in India, Phillipines, Taiwan, Alabama,etc it matters LITTLE!

Kindly understand that ALL call centers operate the SAME WAY!

THEY READ FROM A SCRIPT OF KNOWN PROBLEMS!

NONE of the "1st level" employees at ANY of these call centers know ANYTHING more than reading their scripts of known problems!

"2nd level" employees know slightly more and can often help a "known problem"

"3rd level
employees tend to be in supervision, often have superior understanding of the product, but more often than not, ONLY answer "known problems"!

The problem is NOT WHERE the tech support/call center is located, the problem IS tech supports futile understanding of their OWN products!

A prime example is DELL: Their EARLY tech support were ALL from parts of USA, they KNEW their machines inside and out, now, they "outsource" their tech support and the folks that answer the phones are little more than "script readers"!

Try this when talking WITH tech support[from ANY call center ANY place on earth]"

"please talk slower"
"please repeat"

do the above steps as often as needed, work WITH tech support and they'll bend over backwards to HELP you with YOUR problem!

Have patience!

I've talked with tech support/call centers from various parts of the planet and USA and have had trouble understanding various "ways" that they speak English! Be it from Alabama, NY or "overseas"!
Posted by gary85739 (613 comments )
Reply Link Flag
 

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