Over the past few years, I have seen more and more of the major cellular / telecom network providers moving their entire help desk support operations overseas or at least out of their main headquarters. Initially, I thought the main reason for this was simply a cost cutting measure, you know, the usual misconception of companies outsourcing to other countries to save a few dollars here and there with cheap labour, but I can assure you that is not the case. Sure, companies will often save money by help desk outsourcing , but that is not what it is all about. The simple fact is, the individuals trained to offer phone support specifically on any product or service do it better than the in house individuals for the most part. This goes for any job, if you’re trained to handle specifics, you’ll do it a lot better than someone who just happens to be educated on the subject.
Help desk services form the core, fundamental part of any after sales operation and if companies are willing to train individuals to specifically handle that, regardless of how much they are paid or where they are located, good on them.