November 2003
- Fwd: Web vs. Java client Eric Merritt
- Fwd: Web vs. Java client Mike Shaver
- MUD-Dev Digest, Vol 6, Issue 3 Alex Chacha
- MUD-Dev Digest, Vol 6, Issue 3 Zach Collins {Siege}
- java clients (was: MUD-Dev Digest, Vol 6, Issue 3) ceo
- MUD-Dev conference 2003/2004 Brian 'Psychochild' Green
- Biz: Game support Peter Tyson
- Biz: Game support Damion Schubert
- Biz: Game support Daniel.Harman@barclayscapital.com
- Biz: Game support Michael Sellers
Dan Harmon wrote:
> From: Peter Tyson [mailto:PeterT@codemasters.com]
>> Anyone considered moving their game support to India/Asia? At
>> first glance, while cheaper, it does provoke issues of
>> understanding the subtleties of English, gaming and MMORPGs in
>> particular as the support is rarely formulaic phone/email
>> answering.
>> I believe UO moved some support to India, anyone have any
>> experience of it?
> Well on the plus side, if you make people pay international rates
> to India, you won't have to handle many support calls ;)
> Actually that's an interesting point. How many games have local
> points of presence across all territories offering support 24/7 at
> local call rates? I've never called a game support line - sitting
> in a queue at international call rates has never appealed.
I think most places in the US (and this goes far beyond games) that
are outsourcing to India route the calls through their own 800
numbers, meaning there's no cost to the customer, or through local
US numbers. The cost of routing calls internationally is far
outweighed by the savings in personnel costs.
There are a lot of cultural issues beyond idiomatic English too, but
it seems that with proper training and some on-the-ground presence,
outsourcing the first levels of customer service to India, the
Philippines, or other countries can be a big win for service-heavy
businesses.
There are cultural issues on both ends too, and some no-win
situations. For example, if you call EA support and get an
Indian-accented guy who says, "hello, my name is... Frank", some
people are put off by the blatant dishonesty and in effect the
company talking down to them as the customer (just let the guy tell
me his name is Sridar!). OTOH, there's the perception in some
companies that many customers are uncomfortable talking with Sridar
or Niranjan or Ajay even if their English is excellent, and would
rather have the illusion of talking with Frank or Todd or Bill.
My hope is that this sort of discomfort will fade as people get more
used to dealing with globalized services. I think that, properly
run, this sort of operation can provide strong benefits to both the
company and the local economy.
Mike Sellers
Online Alchemy
- Biz: Game support Michael Sellers
- Biz: Game support John Erskine
- Advantage for outside skills T. Alexander Popiel
- Advantage for outside skills Jeff Fuller
- Advantage for outside skills Paul Schwanz
- Removing access to entertainment John Buehler
- Removing access to entertainment szii@sziisoft.com
- Removing access to entertainment Patrick Dughi
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment Marian Griffith
- Removing access to entertainment John Buehler
- Removing access to entertainment Paul Schwanz
- Removing access to entertainment Hans-Henrik Staerfeldt
- Removing access to entertainment apollyon .
- Removing access to entertainment Amanda Walker
- Removing access to entertainment Peter Keeler
- Removing access to entertainment Matt Mihaly
- Removing access to entertainment Amanda Walker
- Removing access to entertainment John Buehler
- Removing access to entertainment Daniel.Harman@barclayscapital.com
- Removing access to entertainment John Buehler
- Removing access to entertainment Michael "Flury" Chui
- Removing access to entertainment Paul Schwanz
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment John Buehler
- Removing access to entertainment Daniel.Harman@barclayscapital.com
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment Jeff Crane
- Removing access to entertainment John Buehler
- Removing access to entertainment Paul Schwanz
- Removing access to entertainment John Buehler
- Removing access to entertainment Chanur Silvarian
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment Michael Sellers
- Removing access to entertainment Amanda Walker
- Removing access to entertainment Matt Mihaly
- Removing access to entertainment Kwon J. Ekstrom
- Removing access to entertainment Brian Lindahl
- Removing access to entertainment John Buehler
- Removing access to entertainment Damion Schubert
- Removing access to entertainment John Buehler
- Removing access to entertainment Marian Griffith
- Removing access to entertainment John Buehler
- Removing access to entertainment Marian Griffith
- Removing access to entertainment John Buehler
- Removing access to entertainment Corpheous Andrakin
- Removing access to entertainment Darren Hall
- Removing access to entertainment John Buehler
- Removing access to entertainment Sheela Caur'Lir
- Removing access to entertainment John Buehler
- Removing access to entertainment Chanur Silvarian
- Removing access to entertainment Amanda Walker
- Removing access to entertainment Jeremy Neal Kelly
- Removing access to entertainment Corpheous Andrakin
- Removing access to entertainment John Buehler
- Second Life's customers own the IP of their creations Mike Shaver
- Second Life's customers own the IP of their creatio ns Christer Enfors XW {TN/PAC}
- Second Life's customers own the IP of their creatio ns Lee Sheldon
- Second Life's customers own the IP of their creatio ns Christer Enfors XW {TN/PAC}
- Second Life's customers own the IP of their creatio ns Jeff Thompson
- Second Life's customers own the IP of their creations Corey Crawford
- Second Life's customers own the IP of their creatio ns Corpheous Andrakin
- Second Life's customers own the IP of their creatio ns Ren Reynolds
- Second Life's customers own the IP of their creatio ns Daniel.Harman@barclayscapital.com
- Second Life's customers own the IP of their creatio ns Crosbie Fitch
- Second Life's customers own the IP of their creatio ns Amanda Walker
- Second Life's customers own the IP of their creatio ns Ren Reynolds
- Second Life's customers own the IP of their creatio ns Ola Fosheim Grøstad
- Effects of skill-imbalances? Joshua Judson Rosen
- download-barriers Joshua Judson Rosen
- download-barriers Matt Mihaly
- Language and platform for Text MUD server =?koi8-r?Q?=22?=Andrew Batyuck=?koi8-r?Q?=22=20?=< javaman@mail.ru>
- Language and platform for Text MUD server Miroslav Silovic
- Language and platform for Text MUD server Kwon J. Ekstrom
- Language and platform for Text MUD server Patrick Dughi
- Language and platform for Text MUD server Alex Chacha
- Ragnarok Wisdom Michael Tresca
- Java on Linux gbtmud
- Java on Linux Artur Biesiadowski
- AS TECHNOLOGY SCATTERS VIEWERS, NETWORKS GO LOOKING FOR THEM Michael Tresca
- Breakdown of Java users Christopher Kohnert
- Second Life's customers get [copyright?] of their creations Joshua Judson Rosen
- Rubies of Eventide shutting down Mantees de Tara
- Rubies of Eventide shutting down Zach Collins {Siege}
- Rubies of Eventide shutting down Sheela Caur'Lir
- Rubies of Eventide shutting down Michael Sellers
- Rubies of Eventide shutting down Koster, Raph
- Dopamine and addiction Ola Fosheim Grøstad
- Dopamine and addiction David Love
- Dopamine and addiction a t y mcguire
- Dopamine and addiction Lars Duening
- Dopamine and addiction Ola Fosheim Grøstad
- Dopamine and addiction Rayzam
- Dopamine and addiction Ola Fosheim Grøstad
- Dopamine and addiction Rayzam
- Dopamine and addiction Marian Griffith
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Eli Stevens
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Jessica Mulligan
- Trusting the client, encrypting data ceo
- Trusting the client, encrypting data Amanda Walker
- Trusting the client, encrypting data Mike Shaver
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Sean Middleditch
- Trusting the client, encrypting data Peter Harkins
- Trusting the client, encrypting data Amanda Walker
- Trusting the client, encrypting data Crosbie Fitch
- Trusting the client, encrypting data Richard A. Bartle
- Trusting the client, encrypting data Mike Shaver
- Trusting the client, encrypting data ceo
- Trusting the client, encrypting data J C Lawrence
- Trusting the client, encrypting data Ola Fosheim Grøstad
- Trusting the client, encrypting data Sean Middleditch
- Trusting the client, encrypting data Mike Shaver
- Trusting the client, encrypting data Paul Schwanz
- Trusting the client, encrypting data Vincent Archer
- Trusting the client, encrypting data Felix A. Croes
- Trusting the client, encrypting data Sean Middleditch
- Trusting the client, encrypting data Alain Hamel
- Trusting the client, encrypting data Richard A. Bartle
- Trusting the client, encrypting data Alex Chacha
- Trusting the client, encrypting data Amanda Walker
- Trusting the client, encrypting data Crosbie Fitch
- Payment Transaction Processing altug
- Payment Transaction Processing Sean Middleditch
- Payment Transaction Processing Jason Smith
- Payment Transaction Processing stanza
- Payment Transaction Processing Matt Mihaly
- Payment Transaction Processing Gary Cooper
- Payment Transaction Processing J C Lawrence
- Payment Transaction Processing Gary Whitten