It is no wonder why……

…our IT support departments have moved off-shore and I say that with no joy.

In my experience as an advisor to service providers I find the level of support and the manner in which it is delivered is poor; the underlying causes:

  1. 1st line support (in fact, customer service) is under-valued
  2. receives inadequate training and therefore shows limited competency
  3. suffers a very high workload
  4. and the problem is compounded by poor communications skills and/or desire to talk to the consumer.

However is the support provided by those off-shore teams any better or worse after the transition?