From past experience with this, it doesn’t matter how you train them. They tend to not know what they are doing. I was supposed to train a bunch of Indian “experts” years ago. They supposedly already knew the language and just needed to know how to access the source code and the system layout. Their first questions were all basic, followed by what books they could learn that from.
You are correct. They do not know the language. In addition and more importantly, they do not know the culture!
Even when they speak the language they do not know the culture. And this applies to Mexican and other immigrants.
This is destroying us, especially in the srea of health care.
A while later we started hearing from the customers that they were furious. Said the Indian people didn't know what they were doing, were obviously following scripts and when the scripts didn't workout they simply passed it to the Level 2s in the US that were still there.
The company rehired many of the Level 2 folks they had offshored. Some did not come back. Level 1 in India still pisses the customers off.
IMHO: Management had a edict from on high and was not allowed to checkout the new functions which failed because the new culture was used to circular logic.
Exactly, these guys fall into 3 camps... maybe a few percentage of them are good/great... maybe 10% or reasonable/capable, and the remaining 80-85% I wouldn’t want operating a garage door.
They make a mess, and eventually the company has to hire someone to come in and clean it up.
Yup, I went through the same fiasco about 15 years ago. Had to suffer through 6 weeks of living in that hell hole (Bangalore) as well. We took our severance pay a few months later and most of us saw the writing on the walls and set off on new career paths.
My husband lost his job with an IT firm in Ohio in 2008. He learned while training his replacement that when an Indian said “Yes” he or she knew that language, or how to code a specific item, it meant they were going to go learn it! This particular group has since brought it’s coding back locally, after forcing my 60 year old husband to retire.