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Being outsource to Phillipines after 18 month of insourcing from IBM -

E

Eltano1

Golden Member
This is the email with the announcement, after we have the group meeting, about 25 Tech I and II losing our jobs:
"I want to share some information about an action we?re taking in order to remain competitive within the global market. After careful consideration, the decision has been made to outsource the IT Service Desk to an offshore vendor in 2006. We have carefully selected an IT Service Desk industry leader that excels in customer service and technical resolution. The valuable knowledge we?ve gained over the past year has enabled us to develop a proven model and communicate exactly what our users need and require.

This was not an easy decision to make. It directly impacts friends and co-workers whom we have all worked with on the IT Service Desk for the past year. As with all organizational changes, there will be a transitional period. We respectfully ask that you support our employees and us as we work to transition our department. All Service Desk employees have been informed of these changes and in doing so, Ryder has endeavored to provide them with as much advance notice as possible. Each of them will receive appropriate severance and outplacement packages. "

Eltano
 
They've outsourced much of our level 1 call centers (for both internal and external customers) to India.

There is a sense of paranoia around the company, espically in the IT department, as more and more people are cut and their jobs moved overseas.

What I'd like to know, is when American corporations will begin to focus once again on their customers and not their stockholders.

I mean a company makes a billion dollars a quarter but needs to cut staff every 3 months? WTF... who's going to take care of the "customer on the street"... oh wait...that's right... who cares...as long as the share holders are happy.

- TK
 
I've often argued companies not governments are soon to be running the world
Every gov't panders to them they exist across the globe without the constricting rules applied to governments.
Globalization means as North Americans our standard of living will go down as the world comes up. You have to look no further than the price of oil to come to that conclusion.
Our lifestyles were built upon cheap energy. India and China will drive up the price of oil GM / General Electric Proctor and Gamble will move to these lucrative markets of Billions of people because they can and the avg American will ultimately pay the price for the leveling of the world market.
Some would argue we have had it too good anyway I look at what I make and according to the wolrd wage calculator I'm in the top .05% Its unsustainable in the long term and capitalism will move to where the markets are.
Its going to be an interesting next 50 yrs.
 
Originally posted by: theknight571
They've outsourced much of our level 1 call centers (for both internal and external customers) to India.

There is a sense of paranoia around the company, espically in the IT department, as more and more people are cut and their jobs moved overseas.

What I'd like to know, is when American corporations will begin to focus once again on their customers and not their stockholders.

I mean a company makes a billion dollars a quarter but needs to cut staff every 3 months? WTF... who's going to take care of the "customer on the street"... oh wait...that's right... who cares...as long as the share holders are happy.

- TK
Click to expand...

Right so you want the company to lose money right? Lets run it like GM, straight into the ground.

Here is an idea

Forum Union
Strike
Demand higher wages
Run company into bankruptcy
Destroy company
Destroy all jobs the company created!


A companies responsibility is too its shareholders, if someone else can do your job at the same skill level and do it cheaper then you dont deserve your pay grade anymore.

Just like those bag boys at Safestway who make $17 an hour your job needs to go the way of the Dodo bird.
 
Originally posted by: Finality
Originally posted by: theknight571
They've outsourced much of our level 1 call centers (for both internal and external customers) to India.

There is a sense of paranoia around the company, espically in the IT department, as more and more people are cut and their jobs moved overseas.

What I'd like to know, is when American corporations will begin to focus once again on their customers and not their stockholders.

I mean a company makes a billion dollars a quarter but needs to cut staff every 3 months? WTF... who's going to take care of the "customer on the street"... oh wait...that's right... who cares...as long as the share holders are happy.

- TK
Click to expand...

Right so you want the company to lose money right? Lets run it like GM, straight into the ground.

Here is an idea

Forum Union
Strike
Demand higher wages
Run company into bankruptcy
Destroy company
Destroy all jobs the company created!


A companies responsibility is too its shareholders, if someone else can do your job at the same skill level and do it cheaper then you dont deserve your pay grade anymore.

Just like those bag boys at Safestway who make $17 an hour your job needs to go the way of the Dodo bird.
Click to expand...

problem is they cannot do it at the same skill level, they can only do it cheaper. Otherwise nobody would be complaining about how much indian call centers suck.

Regards

ng
 
I wasn't implying that the companies should lose money.

What's wrong with making 750million a quarter (as opposed to a billion) and keeping some people employed.

Why can't the "market" be happy with a company consistantly making $X profit each year. It seems that unless the company makes more than some analyst predicts (which is usually $X + some unrealistic %) the shareholders scream bloody murder.

I don't want to hear any complaining when you can't get anyone on the phone that speaks english... or when it takes 3 days for someone to visit your desk to fix a PC problem...only because there is now 1 techie for each 1000 users.

BTW a Union isn't going to fix squat.. not in this day and age. They no longer have the power they once had. Today a company can pull up shop and move to another country and see no difference in productivity.... but a huge difference in wages and benefits.

ChaChing... more $$$ for the shareholders.

Seems somewhat self defeating...laying off the people that you need to purchase your product.
 
Exactly, try to talk to one of the call centers or server supports, I deal with Bellsouth, DELL and HP and the language barrier is huge, I normally request them to send me a email with the issue so I can understand what they need from us.

Cheaper, yes, better, no. Customer Services, yeap right!

Eltano
 
Originally posted by: Eltano1
Exactly, try to talk to one of the call centers or server supports, I deal with Bellsouth, DELL and HP and the language barrier is huge, I normally request them to send me a email with the issue so I can understand what they need from us.

Cheaper, yes, better, no. Customer Services, yeap right!

Eltano
Click to expand...

the philippino techs we use speak better english then most of our old techs, are much more eager to learn, and are so polite is can be annoying.
 
Originally posted by: ngvepforever2


problem is they cannot do it at the same skill level, they can only do it cheaper.

Click to expand...

Mmmm.... I wouldn't be so sure about that. India has some pretty strong technical people. Most of the complaints are around being able to understand the person that you are talking to, or of call center people that "follow the script" and don't know the products. You would get the same results in the US by replacing technical people with "customer-service" people and having them follow a script.


 
Originally posted by: alien42
Originally posted by: Eltano1
Exactly, try to talk to one of the call centers or server supports, I deal with Bellsouth, DELL and HP and the language barrier is huge, I normally request them to send me a email with the issue so I can understand what they need from us.

Cheaper, yes, better, no. Customer Services, yeap right!

Eltano
Click to expand...

the philippino techs we use speak better english then most of our old techs, are much more eager to learn, and are so polite is can be annoying.
Click to expand...

Yeah right. How much kickback are you getting? If you like them so much why don't you and the Company you work for move the Phillipines.

Take your anti-American and Un-American attitude and leave us. Thank you
 
Originally posted by: Finality
Originally posted by: theknight571
They've outsourced much of our level 1 call centers (for both internal and external customers) to India.

There is a sense of paranoia around the company, espically in the IT department, as more and more people are cut and their jobs moved overseas.

What I'd like to know, is when American corporations will begin to focus once again on their customers and not their stockholders.

I mean a company makes a billion dollars a quarter but needs to cut staff every 3 months? WTF... who's going to take care of the "customer on the street"... oh wait...that's right... who cares...as long as the share holders are happy.

- TK
Click to expand...

Right so you want the company to lose money right? Lets run it like GM, straight into the ground.

Here is an idea

Forum Union
Strike
Demand higher wages
Run company into bankruptcy
Destroy company
Destroy all jobs the company created!


A companies responsibility is too its shareholders, if someone else can do your job at the same skill level and do it cheaper then you dont deserve your pay grade anymore.

Just like those bag boys at Safestway who make $17 an hour your job needs to go the way of the Dodo bird.
Click to expand...


Better way to save money than to outsource...
1 Stop wasting money on useless positions. Eliminate all the rosey non contributing jobs... CEO, CIO, Asst Managers, Quality Assurance, Public Relations, Press Office. All managers must also remain in the grunt work force, contributing to the product in addition to managing.

2 Minimize profits and maximize product development and workforce. Put money into your true grunt workforce, it, r&d, & support.

3 Stop wasting money on advertising and promotionary things. These things will take care of themselves if your product and support are good enough.

4 Stop putting stockholders above the customers and workforce.
 
People that are whining are the reason that America is going to lose thier edge. India graduates more technical people per year (that speak better english and have the same skills) then the US. In fact, I think it is something like 5x as many. Microsoft, IBM, and Intel use to do all thier R&D here and manufacturing there, but now there aren't enough highly skilled workers here and they have moved to India where they have no problem finding skilled engineers that don't whine all day. If the US trys to protect jobs someone else is going to end up taking over. It's already happening. So go back to school or get into an area that can't be outsourced, maybe you can clean houses or become a sanatational engineer.
 
Originally posted by: ngvepforever2
Originally posted by: Finality
Originally posted by: theknight571
They've outsourced much of our level 1 call centers (for both internal and external customers) to India.

There is a sense of paranoia around the company, espically in the IT department, as more and more people are cut and their jobs moved overseas.

What I'd like to know, is when American corporations will begin to focus once again on their customers and not their stockholders.

I mean a company makes a billion dollars a quarter but needs to cut staff every 3 months? WTF... who's going to take care of the "customer on the street"... oh wait...that's right... who cares...as long as the share holders are happy.

- TK
Click to expand...

Right so you want the company to lose money right? Lets run it like GM, straight into the ground.

Here is an idea

Forum Union
Strike
Demand higher wages
Run company into bankruptcy
Destroy company
Destroy all jobs the company created!


A companies responsibility is too its shareholders, if someone else can do your job at the same skill level and do it cheaper then you dont deserve your pay grade anymore.

Just like those bag boys at Safestway who make $17 an hour your job needs to go the way of the Dodo bird.
Click to expand...

problem is they cannot do it at the same skill level, they can only do it cheaper. Otherwise nobody would be complaining about how much indian call centers suck.
Click to expand...

You probably weren't around before all the outsourcing, but there were complaints about local tech support too. I'm sure if you do a search on here, you'll find hundreds of threads about how worthless tech support is, how they read from guides, etc etc.

Tech support is braindead easy, which is why they're paid so low even in the US. The complaint with outsourcing is language, not with skills.
 
Originally posted by: sao123
Originally posted by: Finality
Originally posted by: theknight571
They've outsourced much of our level 1 call centers (for both internal and external customers) to India.

There is a sense of paranoia around the company, espically in the IT department, as more and more people are cut and their jobs moved overseas.

What I'd like to know, is when American corporations will begin to focus once again on their customers and not their stockholders.

I mean a company makes a billion dollars a quarter but needs to cut staff every 3 months? WTF... who's going to take care of the "customer on the street"... oh wait...that's right... who cares...as long as the share holders are happy.

- TK
Click to expand...

Right so you want the company to lose money right? Lets run it like GM, straight into the ground.

Here is an idea

Forum Union
Strike
Demand higher wages
Run company into bankruptcy
Destroy company
Destroy all jobs the company created!


A companies responsibility is too its shareholders, if someone else can do your job at the same skill level and do it cheaper then you dont deserve your pay grade anymore.

Just like those bag boys at Safestway who make $17 an hour your job needs to go the way of the Dodo bird.
Click to expand...


Better way to save money than to outsource...
1 Stop wasting money on useless positions. Eliminate all the rosey non contributing jobs... CEO, CIO, Asst Managers, Quality Assurance, Public Relations, Press Office. All managers must also remain in the grunt work force, contributing to the product in addition to managing.

2 Minimize profits and maximize product development and workforce. Put money into your true grunt workforce, it, r&d, & support.

3 Stop wasting money on advertising and promotionary things. These things will take care of themselves if your product and support are good enough.

4 Stop putting stockholders above the customers and workforce.
Click to expand...


That's a good long term plan, but it seems all the companies are concerned about their short term profits now. Not enough companies think 10 years ahead.

I'm glad the company I work for doesn't outsource much. There are some contract jobs that went out to developers in other nations, but no Americans have been fired by this company to hire someone in another country!
 
Originally posted by: dmcowen674
...
Take your anti-American and Un-American attitude and leave us. Thank you
Click to expand...

I don't think that what they're doing in anti or un-American... I think it's "too" American.

Anything to make a buck. 🙂

Unfortunately I think its at the expense of loyality to their customers and employees.

At some point those foreign employees will begin to demand more money... then what. Monkeys?

 
To MoMoney:
First, you cannot compare how many people graduate per year, they have more than 3 times a bigger population. Second, I do have certifications and I'm going to graduate with a BS in Network and Security within one year, and I have co-workers that already have they BS in IT as well, plus I speak fluently two languages and I can keep a conversation in another two. I will no denied that they are good at Math and programming, but Customer service and end user Support i don't think so.

Eltano
 
Originally posted by: skimple
Originally posted by: ngvepforever2


problem is they cannot do it at the same skill level, they can only do it cheaper.

Click to expand...

Mmmm.... I wouldn't be so sure about that. India has some pretty strong technical people. Most of the complaints are around being able to understand the person that you are talking to, or of call center people that "follow the script" and don't know the products. You would get the same results in the US by replacing technical people with "customer-service" people and having them follow a script.
Click to expand...


i once had an indian tech support guy tell me that an lcd monitor is not hardware and therefore not covered by the hardware warranty :roll:
 
When are they going to start outsourcing C level jobs (CEO/CIO/etc)? Seems like there could be HUGE cost savings there 🙂
 
The CEO is the start of the problem
They get paid in stock evaluations so for whatever term their contract is they do everything in their power to increase stock which means cutting R&D, outsourcing, and no long term capital investments so by killing Goodwill and running equipment to the ground they maximize their options.
Its why quarterly reports rule the Indexes and are a poor guide of how well a company is 'doing'
 
Anyone interested in this topic absolutely should read this book. The author was on the Daily Show a while back and had some great opinions on the positive/negative effects of globalization, and how to make it more attractive for companies to stay here. :thumbsup:

 
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