have u ever thought why tech support service(the ones from philppines/india) isnt very helpful to u guyz?
it could be because they dont have that product/service in their countries. they couldnt relate very well. all they have is their resources/guide to start with.
Years ago when I first went to work for Kinko's the first thing I did ... the first afternoon of training in fact ... was go over to one of the stores to get an idea what exactly I was supporting. I played around with the copiers and the computers for hours to get a good feel of it!
Support desk people NEED experience with USAGE not just a technical database to look schtuff up in.
Well, as a good note on this topic, the worst overseas call center was just fired by Vonage. SlashSupport, who provided Tier 1 support for Vonage from India had their contract terminated and will no longer be working with Vonage as of August 28th.
I had a lot of friends in Central Jersey(near Vonages home office) who were Computer Engineering majors with me in College. Several of us have gotten jobs with phone companies. It just so happens that one of my best friends from school works as a network engineer for Vonage and we compare our work stories all the time. It appears that most of their agents are pretty happy about this since SlashSupport has apparently broken more devices than they have fixed.
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