Offshoring backlash spreads

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This is what some predicted would happen (automation): Well, let me back up. I predicted a while ago that outsourcing wasn't going to work for everybody because a lot of companies weren't doing it carefully. They were doing it out of desperation, or to look good to their managers ("See, I saved us a bundle!"), not to improve their service, but to cost less. Usually that's not a good enough reason to do it, and I predicted it would show in failed projects, lower quality products and lower quality customer support. The thing is, HP could've learned from Dell. Dell decided to bring their corporate support back to the U.S., because of the complaints they were getting about the bad service in India.

But to get to my point, over the last several months I've heard some analysts say that often outsourcing is a precursor to automation. Your case has confirmed that this is what's happening. Eventually automated customer support will be standard at many tech-oriented companies. Though automated tech support will never totally replace the need to talk to a real person in some situations. Credit card companies offer me automated service to find out things like what my balance is, when the next statement is due, and where to send my payment. A lot of times though when I call them up, I have a question or need that no automated system can answer or address, at least not yet. I often end up talking to a customer rep. So I'm very glad they're still around to answer my questions.

Several years ago many companies tried to replace operators/customer support people with totally automated systems. That got people REALLY frustrated. Companies need to realize that sometimes people like getting their questions answered or needs met quickly and easily using an automated system, but at other times they really need the personal touch to feel that their needs have been dealt with adequately. It is just common sense.

I think what will happen down the road is that customer support reps will get to answer new questions and deal with new problems more often, because the more common concerns will be addressed by the automated system, taking the mundane, boring repetition out of the job. That would be nice, wouldn't it? I mean, think about it. The reasons FAQs were invented by techies was to answer the most frequently asked questions so that people in the group wouldn't have to keep answering them.; Posted by: Mark Miller Posted on: 07/07/04 You are currently: a Guest | Members login | Terms of Use