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considering to outsource support guys?
if you are going to outsource which country would you go for? india or PH?
now, indians are really good at their stuff, just the "accent" issue
PH, can speak english pretty well. but there might be some typos here and there, same goes to the indians.
before you say " you are cheap, outsource is bad. well. i never say was gonna outsource. and you are actually wrong i have seen company using outsource their support is very hardcore. (but when it comes to L3 they will escalate to the owner or put you on hold. ) the company i am talking about is known quite well. ( i will not say the name of the company)
yesterday, i had to make a call to india to get some support from my customer's VPS and trust me its crazy, i was screaming at them. CHECK MY TICKET ID##!
we are gonna discuss about sales/support phone
and ticket system.
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What kind of outsource are you thinking about? Talk to a company over here or get freelancers for support?
helpdesk and phone sales
company obviously
support will be the forefront with customers AND I want good people there
that means people who know what they tell + help solve problems + that needs (f2f) training
and besides training I want people who really want to grow my business
(and I ask myself if someone who works just for certain money to just get salary fits that description)
So, to which country then?
When I get to know the support worker personally + have them done some specific creative tasks, then I can decide.
Until then: make a good FAQ, decision-support-system, ... (not only because you can measure where people go along there + you can indirectly get points to improve that business area of yours)
As a native English speaker, I prefer tech support that I can easily communicate with. I should only have to read their response once to figure out what they're trying to say. In fact, that's even more important to me than them knowing the answer to every issue right away. The only excuse, in my mind, for not having tech support that's actually fluent in English is if they're not an American/Canadian/UK/Australian company. I try to avoid doing business with American companies that export jobs oversees, even if it means that I have to spend a little bit more money.
Why would you limit yourself to any county? You can't put the people from the same county in the same basket, it really depends on the person you can find fluent English speakers everywhere.
Of course, if you're planning on hiding the fact you're outsourcing, that just won't work. Especially if they're doing phone support.
On the other hand, that little bit of money is not really that little.
I don't really trust outsourcing. Those companies will never really give you the level of support that you get when you deal with an actual representative of the actual company. As the quote goes, "To be successful in your work, you must first love it."
okay besides india or PH. i am just asking for views thats all
Mr, Neo why are you doing at LET and not skype :P
Well. that is really hard to say there are good companies that handles support very well.
True that they handle support well, but then again, the customer experience
well never outsource fully. oustosurce for the hour that you are asleep
I dunno, you'll have a hard time finding outsource support that will be consistent.
Back when Adam owned VPSLatch he had a pure outsourced support staff and paid like $2000/m for 30 minute SLA's and the works. Once they noticed he wasn't checking over their shoulders they started to slack off and transfer the good techs to other companies and stick the newbies/engrish techs on shift.
Took Adam about 2 - 3 weeks to clean up the PR nightmare that came from it.
For us, we simply state that we aren't 24/7 and that we'd rather handle all support tickets ourselves. If I wanted "someone" to reply to our tickets stating it has been assigned to an administrator, I'd just write a ticket submission hook into WHMCS and make it randomly sleep before adding a reply :P
Francisco
its hard to get technical people here in PH
When I had a VPS with thrust vps thats the reply you would get, very annoying when it gives nothing of value, then when it takes about 12 hours just for that.
i believe E2 uses outsourced. that i can assure you
their support is pretty good but when it comes to Level 3 issues you are screwed 
Well I sure don't backup the outsource of phone calls, they are just terrible... but if you want, check in Mexico, there are a lot of companies managing that, like Teleperformance
I've had experience with a company called serveradminz.com before. They were pretty good. Main problem you'll get is the staff actually listening to your requests. If you can a well organised company you'll do ok.
Don't do it. It will be MUCH harder to manage.
Keep your support in the country where you focus your clients. If your focus is international, it doesn't really matter. If you need to hire a support staff and can't afford to hire one or two people in the country you do business in, you need to reconsider your business plan because this sounds like an after thought.
Just my 2 cents.
Well it is funny that an outsourcing support company got hacked today, I made a thread on WHT about it: http://www.webhostingtalk.com/showthread.php?t=1160493
Looks like I won't be recommending them again if they can't even maintain their own site's security, I always recommended them to clients who asked me what is a good server mgmt. company as they had good reviews..
shit hapens. james is a great guy al.
Please, don't outsource. Personally, few things will make me drop you as a customer faster.