<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by NickP 1K:
I don't see what the fuss is about... we get crummy level one tech support from US agents... why state that Indian agents are the issue. In general tier 1 tech support or tier 1 customer service agents are the issue... COMPANIES choose to dumb down their service, not the people answering the phone(s)</font>
I think that the issue is also the AMOUNT of different products these people need to support, a typical call center agent in India will support over 20 different products, the only way to know what the job will be is what the phone display says when it rings. In the US most call center staff support a single (group or brand or) product. Companies like Sykes will train their agents for that specific product. PC support also requires basic PC/Windows knowledge, something many Indian agents seem to lack.