.comment-link {margin-left:.6em;}

Sambhar Mafia - Cooked To Kill!

Sunday, June 04, 2006

Apple Calls Off Indian Call Centre Operation

Apple tech support is closing down its Indian operations, which had barely begun to be stablished after its announcement of the new facility two months ago in April.

This is a premature death of Apple's embryonic plans of offering its own tech support in India. The centre had not gone live, not a single phone call was made, just about 30 support staff had been hired out of a planned 600-plus headcount for the whole year.

Apple had been offering and still continues to offer tech support from another third party BPO provider, TransWorks based here in Bangalore.

An ITWire article goes on to say that Apple customers expected that service levels would drop as a result of this move to India. Although people had started voicing concerns, none of them had experienced the new service levels, as the new set-up had not gone live. If Apple had expected such a reaction, they should have not gone ahead with the setting up of this operation.

Apple's Mac and iPod users envisioned poor experiences as a result of the outsourcing of its support centre. They had taken to expressing through blogs, their strong disapproval and disillusionment with the company they felt they all owned because Mac and iPod users constitute a world of their own with a deeply embedded streak of loyalty.

Given the Western media’s penchant for such headlines, one can expect this piece of news to be splashed across all the western media.

7 Comments:

  • Hmm..Interesting. I hope this doesn't cause a trend!

    By the way is APPLE the first to do this? Anyone before?

    By Blogger Narayanan Venkitu, at 2:41 AM  

  • I figured this was probably because of extremely low Apple penetration in India.

    Generic tech support personnel are fairly easy to find ("must be computer literate" usually translates to "must know how to use MS Windows/Office")

    Apple possibly worked out it'd be way too much of a headache to train their recruits on Apple platforms first..

    By Blogger shrik, at 3:25 AM  

  • Perhaps they just decided that outsourcing to India was a waste of time and money when there are plenty of skilled American workers that will happily do the jobs.

    Good for Apple.

    By Anonymous Anonymous, at 10:15 AM  

  • @Narayanan Venkitu,
    The article states that Abbey National Bank of UK and Lehman Brothers (not a captive BPO) had pulled out earlier.

    @Shrik,
    quite possible. If that is the real reason, why is Apple still using Transworks (the third party BPO provider)?

    @Anon,
    I can't comment on that since the exact reason for the closure has not been clearly stated.

    By Blogger Kaps, at 10:54 AM  

  • I am a mac user myself and had a very pleasant experience with techsupport at Apple India.

    Many posters on Apple forums seem to be quite happy about this, like here http://forums.macrumors.com/showthread.php?t=206312

    best wishes

    Rajiv

    By Anonymous Rajiv, at 6:16 AM  

  • Well! for those who are pondering the reason for Apple to take this diastrous decisson is because Al Gore Fromer vice presdient and now one of the Directors of Apple, is not an happy man with outsourcing, more so with the elections comming around the corner

    By Anonymous Anonymous, at 2:10 PM  

  • I believe that Apple had its reasons. Maybe they should consider other destinations such as Costa Rica. Two and half hours away from Miami, highly skilled people (technically and customer service), same time zones, low cost (maybe not as low as India though) and there are already more than 15 American Call Center established there.

    By Blogger Albin Chinchilla, at 11:51 AM  

Post a Comment

Links to this post:

Create a Link

<< Home