> We heard the same at a Family Law conference, that firms are outsourcing their legal research to India, it’s quicker and cheaper. We all know how well that works for customer service call centers, right?
I’m sure it would be excellent customer service ....if not for the fact they can’t understand me and I can’t understand them, the phone calls that get disconnectly unexpectedly, and the fact that I don’t solve the poblem I called them about in the first place...<
Exactly. They won’t solve your problem and act like you are an ugly American to boot, and you feel like an usgly American when you hang up with your problem still in tact.
Professional labor, such as legal research, doesn’t depend so much on phone communication (and the quality of Indian-accented English). Outsourcing for such involves smarter and more highly-trained overseas employees. Thus, it is if anything more of a threat than traditional, consumer-oriented customer service—and yet even outsourced traditional, consumer-oriented customer service isn’t going away.