Apple drops plans for India support center

i want to be a member & i need the whole information about the jobs & applications regarding job

I read through views supporting and against outsourcing. We have worked in customer support and have registered very high CSAT. The crux of success is how our customer collaborated with us in knowledge transfer and training. The managers in this forum - you take the onus for service deliverance and not dumb issues down the language levels of your team members. Customer support or otherwise, any service delivered globally succeeds when the managers (customer end and delivery end) are competent. Period.

This is why I like Sony. At least I'm not getting someone with an accent that I have trouble undetstanding (heck, I have trouble with certain regional US accents too). And their warranty is great (I got my laptop in Japan, so the warranty covers things like water damage, fire damage, and impact damage- I'm almost glad I left Apple (I'll be completely glad when I get Mac OS x86 running on it)

I am a Indian I support the Apple closing operations in India. I am in USA since last couple of years and I will like to say the US customer support sucks more because they are technically zero and most of the time they are part time worker without training. Companies should hire cost effective and quality workes which are easily available in India. Only thing is companies should be ready to train them. Its more about training and managing people.

I'm not going to weigh in on the whole "Indians speak English just fine, thank you very much" debate. I'm just going to say that I had a horrible experience recently dealing with Dell's Indian call center, as I detailed in my blog: http://taupecat.livejournal.com/9731.html

I'm glad Apple has changed its plans. Maybe they would have managed their operations better than Dell, maybe not. But it seems that shipping a crucial part of one's company half a world away would inevitably lead to quality issues. I think this would also apply to an Indian company outsourcing their services to America.

What bugs me from a political standpoint is here in the U.S. we're embroiled in a debate about what to do with immigrants who do jobs that Americans won't, yet at the same time companies like Dell and others are shipping jobs that Americans would happily do off to other continents. If this country doesn't figure itself out soon, there won't be any jobs left for anyone.

When they don't understand a word I'm saying and I don't understand a word they're saying, very little "customer service" is likely to take place

I agree. Of course, we have the same problem here in the US (in general, I'm not talking about Apple), when you get some customer support person on the phone that you can't understand. It could be that English is their second language, or they have a strong regional accent, or maybe they're just a mumbler. Companies should really put some effort into hiring people for these jobs who can be understood (on the phone) by their customers, regardless of where the support center is located.

its the accents that are the huge problem. indian person talking to a scottish person = difficult

A relief, but the trend still continues.

I'm not sure how the TUAW people feel about plugs but heres a very relevant link to an upcoming fiction feature that should put things in perspective - https://pardonmyhindi.com/samachar/02/john-jane/

Firstly, as long as Apple is concerned no caller from the US would have ever spoken to an Indian Tech support person from India!!! As the team of 30 Indians which was 'kicked' out was into Programming ...NOT SUPPORT!!!
So whoever has had BAD experiences talking to the Tech-support are getting it totally wrong and if they had those experiences with other Companies, then the comments should not be in this Thread atleast!!
Apple is restructuring it's Global Operations on the whole, and probably this was just one of the many to Come as Apple is planning to set up a new Campus in Cupertino
http://www.mercurynews.com/mld/mercurynews/business/14382130.htm
So, they might just want everything to be cuddled up in one nice warm place.
BTW I'm from India and an Absolutely "Apple" Person & sell Macs for a living and PRIDE !
My sympathies for all those who had bad experiences with Indianized Tech-Support... Can relate to you guys ,coz if we had an American trying to support us over a Phone we would be screwed too!!
Long Live Apple....