[OT] The myth of outsourcing
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On Tue, Mar 25, 2003 at 09:09:26AM -0800, deFreese, Barry wrote:
> This includes people who actually do support for a living. We pay an
> outside company some significant money for help desk/desktop support.
Yuck. Generally speaking, unless the job requires special licensing
(like building contractors and private security officers in most
states) it's far cheaper to hire a few guys in house to do the job
than it is to outsource for a larger number of pinheads. Outsourcing
tech support is one of the most pointy-haired decisions a company can
make, and from what I've seen having worked in an outsource tech
support house (and being one of maybe 50 people with a clue out of
5000 employees), companies that do so don't tend to last very long
after they start. I recommend polishing your r?sum? right about now.
> Whenever they run across a problem they haven't seen before, do they
> troubleshoot it at all? No. "Time to re-image your hard drive". Yeesh.
Outsource guys don't get paid to care, even when they know the right
answer. They're often paid to keep the call times way down, so it's
in thier best interest to find a working solution that gets you off
thier phone as fast as possible, no matter how much of your time it
wastes once they're off the call.
> And Oh My God, no pretty Graphical web browser to navigate those,
> how did we survive??? :-)
Not outsourcing critical funcitons of organizations to other
companies?
- --
.''`. Baloo Ursidae <baloo@ursine.dyndns.org>
: :' : proud Debian admin and user
`. `'`
`- Debian - when you have better things to do than fix a system
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