How much of customer service and tech support at AT&T is already outsourced? Is there any point in applying for a job in this field or is it all destined to be outsourced at some point?
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@ovi you could it cheaper doing it correctly, but could you do it cheaper doing it wrong?
On the last JVB all hands call she said customer care is 70% outsourced.
Back in the mid 2000's - 2004 2005 2006 they made it clear in IT that it will be all outsourced even though our managers proved to them we could do it cheaper. You can thank stankey for that and the vps that s---ed up under him. This was at SBC so they just applied that philosophy to the other baby bells as they bought them.
Huge amount of people in this company are dedicated to mechanizing processes to the point that they are dumbed down enough so that someone in India can read from a script and handle a good percentage of issues at much less cost. You can now go to a McDonalds, order and pay for your food without dealing with a live person. Had a AVP tell me that long term the plan is to just have enough people in the back end positions to handle fallout. Being from the outside world I can envision a time where the safest job will be a fiber splicer/repair tech.
Sadly most of IT tech support is outsourced, or soon will be. I'd look in other areas of AT&T. If you want to stay in IT, I'd look outside the company. This from a retiree who spent the last 15 years jumping from one IT job to another as each one that I had was outsourced.
Can't speak for all of T, but Directv support is in the Phillipines and Malaysia.
System administrator (think system programmer type role), highly paid in USA, has largely been sent overseas already, particularly to Bratislava, where there are a few thousand already. So if you are thinking about any type of Linux, VMware, VM type work, forget it - look elsewhere because your job WILL be gone in USA....
As well as sending many call center and tech support jobs to India and Eastern Europe, T is now sending jobs to the Philippines as well. Be careful and investigate the position before you apply.
most of the tech support will be outsourced for sure.