The Rittenhouse Review

A Philadelphia Journal of Politics, Finance, Ethics, and Culture

Tuesday, July 15, 2003  

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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