Our electronic operator reporting system was down at 1:00 p.m. today, and calls to the help desk went un-answered, after reading on LAObserved that the help desk employees were informed their jobs would be out-sourced to India, I now understand why my call went un-answered. We did finally get through after many repeated calls. Will this be the case after June?
Here's the memo from LAObserved;
I wanted you all to be aware that beginning in June 2007, The Times first-level Help Desk call center will be managed by IBM, a market leader in help-desk services for Fortune 500 companies around the world. Calls will be handled primarily by IBM's call center in India and employees will benefit from best practices and expertise in help desk customer service as well as 24/7 availability.
As with shifts in telemarketing and ad production operations, The Times has chosen to outsource this function to streamline processes and reduce overall expense while participating in the improvement plan Tribune began last year. As announced, those efforts include investments in common systems to improve efficiency, greater collaboration across business units and the undertaking of local initiatives.
We are confident that IBM will maintain our current service and security levels and there will be no significant change in how assistance is obtained. When an employee calls, the representative will assess the situation and assist with problem solving. If the issue cannot be solved during the call, a "ticket" will be created and if in-person desktop support service is needed, IBM will coordinate with The Times level two desktop support service.
More information will be communicated in the coming weeks and we ask that you share this with your managers and employees as appropriate. Please know we appreciate your support.
Thank you,
Bob Palermini
Wednesday, January 17, 2007
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8 comments:
When we have a problem with the network , now I have to speak to someone in India. When my call is automated I am wondering will I have to push #1 to here it in english?
I wonder if Akbar will remember me if I call more than once.
Well... that just sucks.
Sample Script:
-Hello, my newspaper is missing."
"Your newspaper is missing?"
-Yes, that's right, it usually is tossed on the driveway, but this morning I went out there and it's gone.
"Your newspaper is missing?"
-Yes, it usually comes around 5 a.m. but for some reason, it's no there.
"So, your newspaper is missing."
-Yes, I just said that.
"So, where do you live?"
-I live at 145657 Hiller Lane
"And your newspaper is missing at your house?"
-Yes, it is.
"Okay, I will take a message. Your newspaper is missing."
Huh, actually the IT help desk assists with compute problems, not customer service issues. It will be nice to have experienced Indian professionals handling calls on a 24/7 basis. IBM is one of the leading companies in the world, we can learn a lot from them.
What's next? Transfering the pressroom to Tijuana?
Outsourced!Part of the $220 MILL. iT'S NOT OVER,WHO WILL BE NEXT
If staff in Mexico can print the same quality paper at 25% of the wages, why not? Isn't the idea of a business to make the company more profitable? If you want to work for a non-profit, the United Way is hiring.
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