If all these people we offshored these jobs to can only follow a simple script, why even have them? All they do is take a ticket, tell the user to restart their computer, and then assign it to some random engineering group that is only tangentially related, what are they good for? You don't even need AI to do something this simple.
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All they have done was opened a call center off shore and they are not technical in anyway. They open a ticket with little or no information in the ticket and transfer it to level two/three. oh sorry most level two support groups have all been promoted to engineers meaning basically blank ticket are transferred from the help desk to engineers to solve. Think about that for a minute. You eliminated how many help desk positions in the USA, and now transfer blank tickets to engineers that are paid vastly more then any help desk technician (in the states or off shore) thus forcing engineers to work on day to day client issues instead of actually working on engineering and larger enterprises issues to instead work on client issues that use to be solved by lower paid help desk technicians in the states. So while the Help Desk can claimed they saved the company vast amounts of money off-shoring while all they did was transfer the cost to much higher paid engineers. This no money was actually saved as it now cost much more to solve a client issues instead.
@a4 They don't, our leaders operate off of vibes and vibes alone.
Much like our help desk for members, the goal is not to help you but frustrate you into submission.
Anyone know how cost is being calculated? How does leadership calculate cost savings of offshoring staff like this vs. the productivity loss from engineering teams that are now burdened with doing troubleshooting, since helpdesk won't even do that? What does level 2 support bill hours to for this calculation to be done?
This!