The great Dr. Martin Luther King Jr. once said, “I have a dream that my four little children will one day live in a nation where they will not be judged by the color of their skin but by the content of their character.” This, of course, is one of the most famous quotes in history, and truly shed light on what it means to be a good human being. Though our character and understanding has evolved for the better, many of us still hold true to certain stereotypes. One of the great American stereotypes is our aversion to tech support.
A new infographic from Omni Tech explores the interesting issues many have with tech support, and while it borders on harsh, it is also funny, honest, and really puts you in your place. What makes the graphic even more hilarious is how the American is portrayed. The angry white guy, with his wife beater, and cigar, who “speaks English real good,” was a nice touch, and we can only hope it changes some views.
The infographic does explain why tech support seems to be a position filled by the Indian population: first of all, the Americans call it outsourcing, and it saves the company 30 to 50%. Also, while a call center job in the states is often something to get you through school and not a career path, in India and the Philippines it is stable work, that pays well and is usually taken by programmers and software engineers.
The biggest complaint about tech support is the accent, which is as clear as a British or Australian accent, but for some reason they are accused of not speaking English. American tech support that is not outsourced tends to have people who know very little about the product in question, and they read off of a script. Often times, if the checklist they are reading off of does not help the customer, their lack of knowledge shows and they quickly try to get the customer off the phone by transferring them to someone else.
Tech support may never be an easy avenue to take, and it is possible that the customer is simply angry that their product is not working and they have to take a considerable amount of time out of their day to get this resolved over the phone. This is not the fault of the company, however, this is an issue with controlling ones emotions and lashing out at others in a very disturbing and disrespectful way. The infographic keeps the point light, but makes it nonetheless.