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Originally Posted by Theodoric
Re the good English of people in Indian call centre, my one experience of this (with the Dell help line) was that, yes, their English was good. The problem was that it was soon obvious that the person I was speaking to was working to a script and that she was going to stick to it come hell or high water. It took me over an hour to convince her that my floppy drive had failed mechanically and that what I needed was an engineer to come around and change it.
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You dont have to speak to India for that sort of thing, I remember in the early days just after the cable modem launch in south wales when I was out with some of the engineers looking at a particulary difficult network fault.
(It had been present for a week whilst I was on holidays!)
Anyway the guy in Cleppa park was very impresssive, he was spouting this that and the other about common path distortion, signal to noise and laser clipping etc, but then he came out with one real peach that made me twig that he was reading from a script and didnt really understand what he was on about. A few days later I was being shown some of the scripts and some of the diagnostic tools and there it was word for word, I must admit the guy sounded convincing for a while.
I guess that's what tech support is all about, yes you have to know the basics but I suppose it sounds a lot better to the customer if you can BS and sound as if you know what your talking about at the same time.