AOL takes passage to India

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That would be good on a number of points

Outsourcing isn't always a boom despite the end result.

In Dell's case, and interactive tech support in general, localized may have the greatest impact on consumer satisfaction, even over product quality. It's hard enough for the average person to relate the nature of their computer problem to somebody native to their land and language (especially those ppl who didn't grow up in a 'digital' culture, so it can be so maddeningly harder to try and explain a tech support issue to someone who's accent/language skills are starkly different than the caller (no matter how nice, knowledgeable, or helpful the tech may be).

Sending too many jobs away (outsourced) can give a company a poor consumer rating if it is seen as hurting the local economy, having been done to make mgmt look good or make a fiscal report leaner and meaner for the sake of Wall Street analyst for short term gains. Some companies look stupid when they have to do rehires because they didn't really plan on how to do business with consumer satisfaction as an end goal.

Posted by: FilledOut   Posted on: 12/24/03 You are currently: a Guest | Members login | Terms of Use

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