On 2009-12-11 10:20 , Bob Sullivan wrote:
Subash, There are some outstanding Indian science and technology experts in this world. Unfortunately, our experience over here is more often with the call center employees. They speak English, but with an odd accent. They introduce themselves with an English first name (Tom), but it seems they are trying to decieve you into think they are in America.
no, they just don't want embarrass you; they give you a simple name so you can remember it and pronounce it if you need to; tends to make things go more smoothly
And they read from a script to try and resolve your problems. You can't really converse with them or take them off script.
i usually get solid, articulate help from the Indian call centers; it is generally the fault of the companies that hire them if the scripts are poor or if they aren't empowered to go beyond the script; the call centers are often stressful workplaces; the shifts are overnight and for many employees it is a job in itself just to travel to and from the workplace
in the US, it's hard to find people who will do the job who are even able to read from the script ... and support people in the US sometimes have difficult accents too, and misunderstand the problem at least as frequently as the offshore call centers
i have less experience with the Indian development shops; from the little i know, they seem to vary in quality quite a bit more than the call centers, though i have observed superior software development skills when i have had Indian immigrant colleagues
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