Jim Johnson wrote: "They found it cheaper to send him and several dozen
other Americans to India where they man the phones."
I dunno, Jim, but something doesn't compute! The advantage of having the
customer service lines in India (or elsewhere on the sub-continent) is the
lower wages being paid to the folks on the phone. Typically, they are
about HALF of what some companies were paying to low-wage Ireland (where
many companies previously had their customer service lines), and by now
using India, it is estimated that they are saving about 40% of their costs.
Just look at the numbers. A service desk technician in the U.S. has an
average salary of $25,000 to $35,500 a year. Someone with the same
qualifications in India is paid only $5,400 to $7,000 a year! Why would a
company send their high paid employees to India to man the phones when they
can have the same work done for so much less. Such an idea is
self-defeating, and even more expensive considering the necessity of the IT
work involved in setting it up.
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