…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:
- 1st line support (in fact, customer service) is under-valued
- receives inadequate training and therefore shows limited competency
- suffers a very high workload
- 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?