Stop Offshoring
Thursday, November 03, 2005
As a followup to last month's post about customer dissatisfaction with Lloyd's offshore service, here's a silicon.com article that talks about another British firm's offshoring practice.
A couple of interesting tidbits that I want to point out from the article:
- A typical defense of offshoring proponents is to call those who oppose offshoring as "bigots", just as BT did in defense of their offshoring practices. I guess that's what they resort to when they don't have any valid, logical arguments to support their actions.
- One reader said, "Am I a bigot because I expect to be able to be understood? It is imperative that a customer service rep should be clear and articulate when dealing with a customer's issue." Exactly! That has been my big problem with sending jobs offshore -- you just don't get the same level of quality work. In my experience, even with the lower salaries, you don't get what you pay for.
