SQL Server 2005 Resources

Lost a job to outsourcing on 12/3/04. The company told us they could get 8 support people in India for the cost of one of us.

My take on it was that people tend to complain about IT support anyway...why not outsource and let them complain and we save money. The problem was much as you experienced, there was so much frustration with communication barriers, lack of concern, length of time it took to get something done, abandoned calls, SLA's not being met etc... It's hard for me to believe they ended up saving money because it got the point that the user would try to resolve their own issues or would just "deal" with dysfunctional apps or hardware.

I later found out that the real issue for the outsourcing was to position the company as to appear more profitable by lowering IT overhead. All in order to sell the company, which is what ended up happening.

msweitzer January 09, 2008 (Article Rating: )