Airbnb is a great example of both. If you call tech support and get India, hang up. If you're lucky they're useless. If you're unlucky, they're going against your direct command and contacting the drug dealers in your house about a complaint. Contrast that to reaching one of the many on-shore agents who do their jobs well. One call, one or two people max and the issue is mostly resolved.
I've got no idea what the cause is. It's probably a mix of poor management, ineffective metrics, low salaries and a work culture in India which isn't synonymous with quality. The bottom line is, even the same company can be doing support wonderfully and terribly at the same time.
Yeah AirBnB support in India was awful and I wrote the company off after dealing with them for 20 minutes. Their onshore team actually cared about the huge cockroach infestation in our unit but the Indian guy I first talked to did not give a damn. And that’s who you’re most likely to get at 4 in the afternoon on your first day.
I've got no idea what the cause is. It's probably a mix of poor management, ineffective metrics, low salaries and a work culture in India which isn't synonymous with quality. The bottom line is, even the same company can be doing support wonderfully and terribly at the same time.