Sunday, March 4, 2007

The Two Sides of Insourced Software Support

It's amusing the disconnected conversations you can find for yourself in the blogosphere if you look hard enough.

Just the other day, I was reading Joel Spolsky's take on Customer Service: "When we handle a tech support incident with a well-qualified person here in New York, chances are that’s the last time we’re ever going to see that particular incident. So with one $50 incident we’ve eliminated an entire class of problems."

And this afternoon, skimming through the javablogs email, I found arrghh's frustrated entry on the same subject (quoting a response to a desired rewrite): "No thanks, the support team rely upon the money that comes in from all the calls. $100 a call then $50 for each hour they spend on it works up to a good holiday a year for each of them"

So there you go. I guess it depends who you work for.

No comments: