Thursday, December 18, 2014

Outsourcing and the VDI

For the past 7 months I've been working on VDI's. Do you know what that is?

 VDI is a virtual desktop infrastructure  This is the practice of hosting a desktop operating system within a virtual (VMmachine that  running on a centralized server. It uses a thin client to connect to a server this is sometimes called a server-based type of computing.

There are variant environments to which this can be used. In telemarketing or teleworker environments the server can be based at the company sit that is represented.  

 For example if a call center represents a company, the teleworker or CRM will take calls and enter data or retrieve data from the client-company. The teleworker simply logs in to the VDI-VDS etc... on a computer or thin-client and then a VOIP telephone; then takes or makes calls on behalf of the company they represent.This can also be done through a home computer or a thin-client set up in the home office space. 

Okay! Wait a minute, did I say HOME? Yes I did. More and more customer service rep's are moving home to work. Insurance companies, even favorite Cell company. OH Yeah! I am not kidding you. 

The company got so big their buildings got so big to where it would cost you more money to have them work from an office environment. The heating and cooling and just all the lights on was costing the consumer; that's you and it was piles of money each year on your bill. 

Insurance companies sent their workers home when the Obama Care was first talked about. It was and is a necessary measure to save the consumer money and so that the business can survive. Yes there is a change  in the way we do business in todays economy. 

Unfortunately this sounds like a lesson in economics now, yet no apologies folks, because I've heard rantings for the past 8 years about; every time I call to make a payment or have trouble with a bill or device I get someone in the Philippines or India. Wait until you get the Russians or Africa! The accents is what bothers most of us because we can't understand what they say over the VOIP phone. The other main issue is that we sent all our jobs overseas. 

There are some quality firms and companies that are trying to serve their clients better trying to assure the quality of how they do business. This is done by keeping there workers at work and in the US. The solutions to the high cost of maintaining real estate is done by closing doors on vast amounts of once needed office space and collectively maintaining one or two operation sites that house servers, and SIP-Trunks and PBX switching stations for computers and VOIP phones.  

By sending existing employees home to work the company can save face in the bizarre turn in the economy and healthcare insurance practices. For the cell phone providers it seems Ironic that a cell phone company still needs landlines to do business. Joking aside! Technology cost money when your new devices are developed. Example: take that new I-device or Galaxy#? it cost millions to get it into your hands, therefore to compete with the all the cell providers they sent there teleworkers overseas to stay their profit. 

After this was done someone realized the customer satisfaction started to slump and systematically they turned to local outsourcing solutions. Consequently the trained call center workers in the US has replaced some of the overseas customer service workers. An example is when you have a demanding issue you will firstly speak to a customer care agent most likely overseas personal then will be switched back to the US for a supervisor agent. This makes it easier going for you as a customer. 

When calling customer care and getting someone here in the Philippines you are speaking to someone in a office, however in the US and Canada these workers may work in outsource call centers or in there homes all across the nations. Depending on policy and what they can or cannot say to you as a customer you may never let you know if you are talking to someone working from their bedroom in an apartment or from an outsourced call-center.
 It is a new way of doing business, by keeping the cost of operations down and assuring quality for their customers.  


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