Choose : an Indian or a Filipino Tech Support Representative on the phone ?
July 19, 2008 5:57am CST
We all know that a lot of companies outsource their technical support outside US. Now, time to choose. The following format should narrow it down: Nationality : Indian or Filipino Technical Skill : Good or Not Good Communication Skill : Good or Not Good
• United States
19 Jul 08
I've never had a call center in the Philippines, to be honest, as least not that I'm aware of. When I've called tech support at Microsoft in the UK, I oddly got an American agent. A very American agent. It took over an hour to get him to admit that smoke coming out of an Xbox 360 might be a good reason to offer a replacement, and he sounded a complete corporate android while he did it. I didn't take notes, but I approximate he said 'please' and 'thank you' around 3,500 times during the course of the conversation. Anyhow, back on track. I've worked in person with Indians and Filipinos, and found them both unobjectionable. If they work in a call centre, and their facility with English and technical knowhow is the same, I wouldn't worry about choosing.
• United States
2 Aug 08
Since we have solicited the workers from India and the Phillipines simply states that the support should be as good as US support workers. The real thing is that we need to slow down to be able to communicate more efficiently with these foreign techs. I think that these foreign support individuals needs to learn how we communicate in the US and that they have to go to schools for learning how we communicate.
19 Jul 08
I think both should do reasonably well. At present, the Indian BPO companies are shifting to become KPO (Knowledge Process Outsourcing), they have moved up a couple (or more) and are responsible for a lot of back office activities of companies out of the US as well as from many other countries around the world. I am not very sure, as far as outsourcing is concerned, I think the Filipinos today are where the Indians were 4 to 5 years ago. Ability and skills have very little to do with nationality, capability has more to do with knowledge accumulation and skills honing. As education levels go up globally, I am sure that there will be very little difference between all nations in this aspect. At that point cost will be the only arbitrage that will matter when considering who to outsource to. Incidentally, a number of Indian companies have also started outsourcing work.