I mean we have to reach a point at which the company can’t offshore anymore. Judging by the amount of offshoring that has happened already, I believe we are close to that point. Can we expect this to stop any time soon, or is this a process that will go on forever?
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"Hello, I'm a Xerox direct technician, employee number X123456. I'm at serial number XYZ123456 and I have a defective drum that has failed prematurely . Can I get another shipped?
HCL: "Hello, is the machine telling you to replace the drum?"
Seems like the same support we had at direct tbh, minus the accent.
Nope ...no end !
Same at my core, we keep getting notified of lease buyouts because customers want their sevice, support and billing to be local.
our cancellations for june increased from 2 per week to 14 per week with some being worth big $
I can only speak for my GIS/XBS core, but we have been very successful because we were the best at what we do in our local area. Small to Medium companies want to do business with other similar size companies.
Once our customers realized our core name is just as facade and we no longer can make local decisions they are leaving to our competitors....(other small companies that are just as embedded in the local communities as we used to be ) ........ now we are just a joke. It’s actually pretty embarrassing that we are just handing over our customers because our local leadership can’t make simple decisions.
Our core may not be a billion dollar company but $100+ million a year used to be good enough, that’s including local admin support.
This may mean something or not... but by following HCL on LinkedIn... they just hired 10,000 people.... so, I don’t see them having an issue continuing.
our techs have to work with HCL on a few accounts already and they said it is beyond painful
Go ahead Xerox keep outsourcing , our customers are already dropping like flies, you not only will outsource our jobs but you'll then have no customers, we've already been told by many customers that they don't want to deal with India and Guatemala to resolve issues and so they are already buying out leases and going with Konica, Canon and Ricoh
No. Many general purpose outsourcers (usu the offshore ones, esp Wipro and HCL) promise everything. When they get a contract, they attempt to learn unrelated functions so they can make a pitch for those also. And XRX will take that bait. Never mind the documented inability to deliver issues that have plagued XRX with these arrangements. At a certain level it appears only cost matters EXCEPTwhen looking at executive salaries. Ironic that those executives even with all the layoffs have failed to deliver on their transformative promises. THEY ARE THE TRUE COST REDUCTION OPPORTUNITIES
Technically, no.
The only reason sales and technicians haven't been outsourced is they known that would be the end of renewals. If every interaction is with a third party, customers see no point doing business with you.