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The "crappy" 'phone support is down to companies' decisions to employ non-technical people as the first line of support. Since these people effectively work off scripts, it is almost irrevelant what nationality they are or where they are located. Hence overseas sourcing.
The job of first-line support, for internal help desks too, is primarily to field calls and only to be of practical help with very basic issues. The rest get routed to people who are better able to deal with them. And it's a system which is a reasonable compromize because the vast majority of support calls have simple solutions which do not require an expensive, skilled technician to be answering the telephone all day. Factor in that the best IT people are generally specialists and it makes no sense at all to put them on the front line. Face it, talking to a network guru wouldn't help much if you had a hard-drive problem...
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