This is why outsourcing is often stupid idea
Read this article from Jeremy Zawodny experience with Dell’s customer support in India. Jeremy was trying to return broker computer monitor and it took him several phone calls and total time of 62 minutes.
I never understood why someone might think that outsourcing customer support for U.S. customers to India might be good idea. Saving money? Did it save money to Dell when such trivial transaction took 62 minutes? The same think could be done 10-20 times faster on the phone or even faster and cheaper online.
I think the companies outsourcing are missing the point. If they change the way they do business they might do bigger savings and have less piss off customers, who write to their blogs, and these blogs are read by thousands of people, who write to their blogs, and then hundreds of thousands of people read that and can make next buying decision based on that information.
