I have been approached three times in the last two weeks by different companies seeking to host our Help Desk out of India. Is this call centre season? While I have been approached from time to time in the past, three in two weeks is a rush.
I have no interest in moving our Help Desk offshore. It is bad enough that banks and some IT companies have done this and subjected their Australian customers to sub-standard support.
Our commitment is personal, local and knowledgeable Help Desk support for our small business customers – where the phone is answered by humans and not one of those button menu selection systems.
Small business software users have every right to expect that when they call for support they get to speak with someone who not only understands the software but who understands the context – social and economic – within which the software is used.