[Merged] Internal Tech Support----> India.

[Neil]

Originally Posted by The Register

IBM is shunting more helpdesk work to India as it looks to cut costs. Workers at cableco NTL are now having their IT and PC problems handled by staff at IBM's Integrated Delivery Centre (IDC) in India.

Big Blue began routing calls to India earlier this week and expects to shunt all calls to the Indian IDC by the end of the month. Staff at NTL have been assured they will see no difference in the quality of support on offer since agents at the IDC are "fully trained on NTL's systems and processes"

Oh dear......

http://www.theregister.co.uk/2005/01/14/ntl_ibm_india/

[quadplay]

These are internal calls only (i.e., from ntl associates having problems with their PCs). It's not going to be service affecting from the customer's POV at all.

[Neil]

Originally Posted by jimbo

These are internal calls only (i.e., from ntl associates having problems with their PCs). It's not going to be service affecting from the customer's POV at all.

I know.

[Neil]

Originally Posted by The Register

Staff at NTL have been assured they will see no difference in the quality of support on offer since agents at the IDC are "fully trained on NTL's systems and processes"

Even ntl's own UK staff aren't "fully trained on NTL's systems and processes"

Training (or lack of it) has always been an issue at ntl, this being highlighted by the fact that you can normally ring ntl 10 times with the same question, & get 10 different answers (NB-Not aimed at ntl staff)

This coupled with the "if you don't know, then just use the old CS-BS â„ ¢ " makes consistancy nigh on impossible for ntl associates in my experience.

[kissmygaseye]

Originally Posted by jimbo

These are internal calls only (i.e., from ntl associates having problems with their PCs). It's not going to be service affecting from the customer's POV at all.

yet............................................... ...

[Chris W]

Originally Posted by Neil

Even ntl's own UK staff aren't "fully trained on NTL's systems and processes"

Training (or lack of it) has always been an issue at ntl, this being highlighted by the fact that you can normally ring ntl 10 times with the same question, & get 10 different answers (NB-Not aimed at ntl staff)

This coupled with the "if you don't know, then just use the old CS-BS â„ ¢ " makes consistancy nigh on impossible for ntl associates in my experience.

urm rather off topic....

the article is about staff who aren't even employed by ntl they are employed by IBM! Anyhow, i personally won't find it any harder to deal with people from india than people from teeside- both equally difficult to understand IMHO!

[Gareth]

...and at least the Indian staff will be more polite... Yes, sir, Mr MonkeyBreath, sir

[Toto]

Originally Posted by kissmygaseye

yet............................................... ...

Now, actually, I believe that some first level customer Internet technical support is handled in India. Although this topic is actually about ntl's Internal desktop support.

[scrotnig]

Originally Posted by Neil

Oh dear......

http://www.theregister.co.uk/2005/01/14/ntl_ibm_india/

Bad idea. I am against ALL outsourcing of UK jobs to India, or any other foreign country.

Maybe all those in favour of it and who claim I am racist will feel the same way once their own job goes there and they can't pay the mortgage.

[ian@huth]

Originally Posted by Mark B

Bad idea. I am against ALL outsourcing of UK jobs to India, or any other foreign country.

Maybe all those in favour of it and who claim I am racist will feel the same way once their own job goes there and they can't pay the mortgage.

I am in full agreement with you.

People in this country that lose their jobs is bad enough but also the country is losing the skills that those people had. If a company outsources abroad for a few years and then decides to bring the jobs back here they will virtually have to start afresh with new staff that don't have the skills, company knowledge and product knowledge.

[Bob]

Originally Posted by monkeybreath

Anyhow, i personally won't find it any harder to deal with people from india than people from teeside- both equally difficult to understand IMHO!

At least you don't work for Telewest and don't have to talk to Geordies. Our accent is just a softer version of that

And Teesside has two s's

[kissmygaseye]

Back Office jobs moving offshore is a sad fact of life now. We have a government who are actually activley encouraging it. It's just not the banks and insurance companies doing it. A major retailer is moving it's BPO processing offshore with the loss of nearly a thousand jobs. The next time you visit T****'s and hand over your clubcard remember that info is being held offshore now.

[Derek]

Originally Posted by kissmygaseye

snip.. remember that info is being held offshore now.

From memory do you not need to accept that your information can be transmitted outside the EU under the DPA?

I'm not sure if exemptions have been made or this is covered in the T&C's most people (myself included) sign without really reading them.

[kissmygaseye]

Originally Posted by dezzo

From memory do you not need to accept that your information can be transmitted outside the EU under the DPA?

I'm not sure if exemptions have been made or this is covered in the T&C's most people (myself included) sign without really reading them.

No. As long as the company can prove that they use 'best practice' your details can be held anywhere in the world.

[Florence]

Originally Posted by kissmygaseye

No. As long as the company can prove that they use 'best practice' your details can be held anywhere in the world.

I think if enough people complain to the DPA about this and how we feel that our details could be compromised that this could be changed.