Tim

UK

Developer

My client, a major UK company, has outsourced most of it's IT support to EDS who in turn have outsourced helpdesk roles to Indian call centres. This puts employees in the odd situation of having to call a support person in Bangalore and explain in great detail (over a poor quality and echoing long distance line) what they require, typically a password resetting or a new account being created. This is then emailed to other support operatives located in the caller's UK office to be carried out. What follows is a third stage of enquiry from the UK support person where they contact the original caller to verify whatever the support call is all about. In this example it's hard to see what the call centre is adding.