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Outsourcing tech support is evil in the Poll I agree but there are reasons of course for such action. Companies with the use of VOIP on the phone trunks can send overseas calls for next to nothing and of course you can pay many folks in a forgen country what it would cost for 1 employee in the US. Thus you can lower the cost of your product in an ever tough price cautious industry like computers and technology.
There are also other reasons for oursourcing. That would be the goal of providing 24x7 support with out having to have people in the US working late night and early AM shifts. Remember that many companies are international now so outsourced support for us may be localized support for other customers for the same company.
I recall an incident at work where we had to communicate with SUN technical support. We had to deal with them for several hours and we would get passed off from different call centers as shifts transitioned. I belive we started with support in Australia and ended up with support in Ireland. It was regular working hours for those in the corresponding country as it was late night and early morning in the US.
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