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Companies don't seem to consider the results...

randysmith@... 22nd Jan 2009

While companies that outsource phone support may consider the apparent economic advantages, I wonder if they take into account what their corporate image will encounter. I find it very frustrating to deal with outsourced phone support (most typically south Asia), with language problems and poor knowledge. As an IT professional providing our own support in the US and Canada, I know clients appreciate quick and accurate answers in language easily understood. Today, for example, I needed to contact Microsoft to resolve a Terminal Server licensing issue - what a nightmare! Finally, after 5 phone calls, and well over an hour on the phone (all with offshore support), I finally found someone that solved my problem in a few minutes. Maybe Microsoft should consider retaining some US employees, and cut back on the outsourcing! Today's experience certainly does not make me feel better about Microsoft!