Best of the ISP-Lists

Outsourcing Technical Support

Members of the ISP-Investor list discuss your options regarding outsourcing your technical support department.

[October 20, 2000]

On the ISP-Investor list in October, MB queried,

"I'm considering outsourcing my tech support: does anyone else do this? I'm sick of dealing with psychological problems, petty spats, non-team players, immaturity, and lack of professionalism..."

A number of respondents shared MB's frustration:

[WRC agreed] "I can really relate to this. The bottom line is that many in our society do not feel like they need to focus on their work and the building of their skills. It's very frustrating."

[SB added] "Lack of responsible, trainable people is becoming a serious issue across the board. Scares me sometimes, the things I see."

[JN noted] "This is why Greenspan says we need an unemployment rate over 5%. The unkind way of putting it is that there are just a lot of people who do not need to be employed due to their incompetence and attitude." Others suggested that MB might be responsible for many of his own issues:

[EL observed] "So you feel that your managerial skills are down and your tech skills are up: that's very perceptive on your part. Just hire a manager, share the responsibilities of running the shop, and try not to be a jack of all trades-especially trades that you are not trained in. Others can do a better job."

[BL offered] "I have an outstanding workforce with no troubles such as you describe. Here's my secret. First, random drug and alcohol testing to keep the bums away from the good people. Second, a promise of steady employment, no-bounce paychecks, decent benefits, and no abusive supervisors.

Finally, a firm understanding that the company will bend so that personal commitments come first. That means that the daughter's little league game is more important than being at work. This is the most important item. If you make sure the employee doesn't have to make unacceptable choices between work and family, they'll forgive almost everything else. So stop whining about the workforce, and look at your policies and attitude. It's just possible that you, not your employees, are the problem."

Related article
Getting Help With Help What do you do when you're overwhelmed with calls to your help desk? We provide an overview of one option: outsourcing the help desk.

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