[judywillow]

One of the hardest jobs in the computer field is diagnosing problems over the phone. It's usually the case that a problem which will take an hour to fix over the phone could be fixed in five minutes by somebody standing over the user's shoulder watching what was actually happening.

The idea of somebody in another country to whom English is a second or third language and to whom American customs and language usages are foreign working at a computer help desk is basically a bad idea and a bad way to try to save money.

[AmericaUnited]

The idea of somebody in another country to whom English is a second or third language and to whom American customs and language usages are foreign working at a computer help desk is basically a bad idea and a bad way to try to save money.

"Why you say? Why you say? I help you. I no need understand what you say, just read from screen."

[Cronos]

I think the entire idea of a telephonic help desk is mostly meant for dim wits who can't fix a simple problem on their own -- if it's more complicated then get a technician onsite to work it. Call centers have to be cheap -- if you want good service put REAL engineers on the call and pay them accordingly. But NOOOOOOO, most folks don't want to pay for service, so the companies have got to use scripting and move to the cheapest possible location.

[moonpie57]

One of the hardest jobs in the computer field is diagnosing problems over the phone. It's usually the case that a problem which will take an hour to fix over the phone could be fixed in five minutes by somebody standing over the user's shoulder watching what was actually happening. The idea of somebody in another country to whom English is a second or third language and to whom American customs and language usages are foreign working at a computer help desk is basically a bad idea and a bad way to try to save money.

I agree. I used to do internet tech support over the phone. Dealing with some customers was bad enough, getting someone that didn't speak english well was horrible. Whether you are the one giving help or getting it, being able to understand each other is critical.

[BackInBlack]

If it really didn't save money in the long run, companies wouldn't do it. And if they're proven wrong, they'll change their ways. That's the job of the market.