North American Network Operators Group|
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Re: What to do when your ISP off-shores tech support
The problem with oursourced first level support is that they are totally disconnected from real time operations and wouldn't be aware of problems that network engineers are currently working on. They have their scripts to answer the standard questions ("it tells me to press the ANY key to continue, but there is no "ANY" key on my keyboard"). But they are not trained nor do they have access to serious diagnostic tools to help knowledgeable customers. A good support person is someone who knows more about their own network/product/serrvice than you do. A bad support person is someone who only has access to the same documents as end users (eg: the standard user guide) and is only of use to clueless customers. A good company would oursource entry level support to the lowest common denominator, but make the script such that it is very easy for a knowledgeable customer to get transfered to a "good" tech support.