What to do when your ISP off-shores tech support
andy at nosignal.org
Sat Dec 27 13:58:07 CST 2008
On 27 Dec 2008, at 05:59, JF Mezei wrote:
> The problem with oursourced first level support is that they are
> totally disconnected from real time operations and wouldn't be aware
> of problems that network engineers are currently working on.
That's a problem with a lot of internal first line teams too..
Offshore and outsource are different things, and when done right are
irrelevant to the quality of service delivered. A willingness to
offshore means you can deliver follow-the-sun NOC or support service,
which can drive down delivery costs and health/safety risks for the
organisation and drive up service quality by meaning that callers
reach someone alert and awake ;-). Outsourcing offshore service makes
it cheap and easy to do that.
Doing this well relies on building a process, and actually a different
process for each network being supported, though I don't want to give
away all the hints that I learned the hard way !
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