It Support Assistance -- Who Provides?

Many people inquire, "Exactly where is my I.T

Many people inquire, "Exactly where is my I.T. support assistance coming from?". It's a valued question, and in all honesty the answer most likely resides in India.

Without a doubt, India is one of the largest up-and-coming technological markets out there. An exploding population, with a culture strongly tied to logic and mathematics, India has been an ideal labor pool for many American and European businesses to outsource their I.T. support.

CRM training, that is to say Customer Relationship Management Training, is offered online throughout the world at reduced costs. The use of English as a lingua franca has enable countries like India to expand their economical base by offering technological support to first world countries, in first-world native languages. These factors have played a huge role in transforming classical telephonic help to an international venture.

With the new global market, ringing support in hopes of finding one of your own countrymen is a dying fad. Your call will most likely be routed to Asia, and handled by a level-1 support technician who may or may not have received CRM or MAS training. However with the advent of speech recognition, those of us finding outsourced overseas IT support help lacking will probably find automated support to be even less worthwhile.

The question we must ask ourselves is this: Are we willing to pay money for telephonic or online support just to speak to a native from our own country who has received CRM training? As well, are we willing to pay extra for products to retain the level of MAS trained IT support help we've gotten used to over the years? If the answer is 'yes', we may have found an answer that provides solvency for more than just this issue.

by: Carlene Schnitzer

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