How Racist is Tech Support?

Hello sir, and tank you for calling, it is my pleasure to be speaking with you on this most beautiful day... Why don't you speak daggum AMERICAN!? EVERY DANG TIME I CALL TECH SUPPORT it's one of you dot head indians... Is Tech Support Racist? current INDIAN Each year, Americans make billions of customer service calls. POPULATION YOUR CALL IS NOT THAT IMPORTANT TO US. - EMILY YELLIN 43 1.21 Billion billion 2.5 million 650,000 Many are outsourced EMPLOYEES EMPLOYEES Official Language of India: globally ENGLISH Business Process Outsourcing (BPO) stats http://www.nasscom.in/indian-itbpo-industry HELLO my name is English fluency rate, in India. percent Tech support training norm: Americanize by watching American movies and adopting an American Pseudo name. Johnny Utah : 242 MILLION PEOPLE That's makes India the 2nd largest 1.3 MILLION WESTERN JOBS WILL VANISH to offshore outsourcing, by 2014 English speaking population in the world. accenture at&t DELL Expedia IBM A FEW AMERICAN COMPANIES THAT OUTSOURCE TECHNICAL SUPPORT: JPMorganChase Microsoft Outsourcing saves a company on average between 30 to 50% WIPRO All you dang tech support people are foreigners! INDIAN OFFSHORE OUTSOURCING FIRM $50 BILLION Global Offshore Outsourcing Call Center Revenue: ( 15,000 outsourced call centers worldwide ) Revenue: US Tech Support $5.5 Billion Employees: > 350,000 Revenue: $39,265 $5.7 Billion ENTRY SALARY Indian Tech Support Employees: > 400,000 $5k - $9k Philippines Tech Support ENTRY SALARY 60 $4.4k - $6.7k percent ENTRY SALARY of India's outsourcing clients are based in the USA. 80 percent of the Phillippine's outsourcing clients are based in the USA. tech support numbers ---- What are the chances that you will speak to someone in India when calling tech support? 100%! ACTUALLY... Currently America has 5x the tech support jobs than India and Philippine offshore tech support jobs COMBINED. 4 MILLION AMERICANS work in the tech support industry WHAT??? but but but... according to US recession has wages down, while India's economy bounced back in 2010, Indian wages are rising. Forbes Outsourcing annual global support industry $250 Billion by 2015, India's cost advantage over the United States will have disappeared. only accounts for 1/5 of the Global Support Industry Filipino accents aren't any less intelligible to Americans than Australian or British accents... Ease of understanding call centers employees Call Center Location: Really crappy customer service exists in the United States,! too. they work from scripts, they don't have consistent A knowledge about known issues on their websites, they don't seem to be given any tools to effect actual changes to make customers happy"-Hyphenmagazine.com 85 54 Inside U.S. percent percent Outside U.S. Phone Email Techniques used to outsource without pissing off American customers • Make sure agents are totally fluent in English. • Experience your own support. • Outsource only email if possible. Check up often to ensure team still meets standards. • Ensure continued training. • Record random calls to review later. http://www.flowtown.com/blog/hove to-outsource your-customer-service-without pissing-off-your-customers To control costs, firms are starting to diversify specific services to specific O Remote areas. More? Should everything be outsourced? We'll stick to tech support. OmniTechSupport.com presented by OMNITECH SUPPORT