In "HP's big bet on better tech support," I pressed HP's Jodi Schilling, vice president of America's customer support operations at HP, to talk about offshore support. While I couldn't get many particulars on that, I did learn that HP is intent on becoming a leader in customer support.
Thus, I asked Gripe Line readers if they thought HP's support initiatives are working. Among the responses I got were from-the-trenches accounts of how offshore support has been a game-changer for technical support for HP -- and the industry in general. These accounts were so fascinating that I'm staying on that topic a bit longer.
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So far in the discussion of offshore outsourcing of support, we've heard from disappointed customers and from HP decision makers on the challenges of providing that support. Today, we hear from the technicians who provided support here in the United States and exactly how sending that support offshore changed their job. From these frontline accounts, sending support offshore does not look like a money saver for the company providing the support. It doesn't appear to have improved the support experience for customers, either. It certainly hasn't made these support engineer's jobs any easier.
Offshore tech support: End of the "HP Way"
In fact, as Gripe Line reader Susan sees it, moving support operations offshore has cost some dedicated support engineers their jobs, all while angering the customers they served.
"I worked for 18 years in the HP enterprise support center that many customers knew as the Response Center," writes Susan. "So I read 'HP's big bet on better tech support' with a different eye than most. The Response Center was staffed by hundreds of enthusiastic and energetic, U.S.-based engineers who loved their work and put heart and soul into making every customer interaction as positive and productive as possible.