Tuesday, July 15, 2003
THREE CHEERS FOR INDIA
But Enough Already!
Hey, three cheers for India and all of that country’s “information-technology” “professionals” and “specialists.” And yet . . . enough already!
Has anyone else noticed how often Indians answer the phone when one calls upon an American company for technical and/or customer support?
I’m not going to name any names here, but the growing reliance of American companies on offshore support staff, combined with their brainless insistence that their transition to such support, particularly from Indians, has been “seamless” and involves “no language barrier,” is ludicrous on its face and preposterous in practice.
I recall a few years ago these “works for hire” shops being the darlings of Wall Street. The arguments they presented made at least some sense when “IT professionals” were temporarily in short supply here in the U.S., but today the entire notion is absurd.
Yes, there are plenty of “technically qualified” workers in India, but in many respects, particularly when it comes to customer service, they’re just not up to the job.
Speaking for myself, I’ve had enough of this, and I have complained, and will continue to complain, to companies that pursue this business model to a degree that results in shoddy service to their American customers.
Okay, I’ve said my piece. I’ll shut up now.
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JAMES MARTIN CAPOZZOLA
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James Martin (Jim) Capozzola launched The Rittenhouse Review in April 2002, TRR: The Lighter Side of Rittenhouse, HorowitzWatch, and Smarter Andrew Sullivan in July 2002, and Bulldogs for Kerry-Edwards in October 2004. He is also a contributing member of President Boxer.
He received the 2002 Koufax Award for Best Post> for "Al Gore and the Alpha Girls" (published November 25, 2002). Capozzola's record in the Koufax Awards includes two additional nominations for 2002 (Best Blog and Best Writing), three nominations for 2003 (Best Blog, Best Series, and Best Writing), and two finalist nominations in 2004 (Best Blog and Best Writing).
Capozzola’s experience beyond the blogosphere includes a lengthy career in financial journalism, securities analysis, and investment research, and in freelance writing, editing, ghost-writing, and writing instruction.
He earned his bachelor's degree in political science from the University at Albany and a master's in foreign affairs from the University of Virginia.
Capozzola lives in Philadelphia with his bulldog, Mildred.
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