Good Sunday morning!  I'm Kerry J Harrison co-author of "Untapped Wealth Discovered."
Last week I noticed that Big Blue came out with its quarterly results and although it showed that this company did extremely well last quarter re its profit results I along with several business gurus across America continue to question this company's policy of locating its call centers in India.
Up till now IBM has been known to be a good corporate citizen whereby it went out of its way to help others who needed help and by this I mean helping our special needs population to become more productive by employing them to work in such areas as their customer service departments, call centers, and help desks.  However, for at least the past decade this policy seems to have been thrown out of the window and unfortunately IBM is not the only company who seems to have changed.  There was a time when IBM prided itself on being one of the best corporate citizens in the world and it was always the dream of any graduate to gain employment with Big Blue.  Heck, even I once dreamed of working there and I know of at least 20 others who had the same dream but nowadays I have to be content with being a consultant to this maybe still very prestigious company.  To cut to the chase:  I am really glad to see that IBM is doing well but I find it very disappointing to see that it has deliberately chosen to relocate its call centers in India and they've done this in order to cut costs.  True it is that it has been able to cut costs but in doing so it has allowed itself to come in for some very heavy criticism re its customer service.
The staff at these call centers in India are still not able to provide courteous and adequate customer service.  Many of these call centers are staffed by persons whose English leaves much to be desired.  They often have great difficulty understanding questions from customers, they lack the savvy as to how to deal with customers, and they are not in tune with North American protocol.  Added to this is their way of dealing with customers and their lack of knowledge on many of the IBM product lines.  So, we have a picture of IBM doing well with the bottom line but at the same time their customer service is going in the other direction.  It would be interesting to see what they do if anything about this in the coming months and they are not the only ones.
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