@cdsd
You hit the nail on the head
HCL absolutely manipulates data and reports such high QA results that I know first hand are BS
The turnover is atrocious, all the decent ones we had have now all left
They constantly write off to bad debt $650,000 + per month, when they don't feel like collecting old invoices they just write them off
Nobody is monitoring anything and nobody at Mother X is smart enough to check
HCL is just laughing all the way to the bank, they don't care if stuff is done right, heck X doesn't even care
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I saw the outsourcing of certain call center functions first hand. The Canadians were fantastic as far as outsourcing goes. The big financial advantages with Canada were their low benefit load due to their single payer healthcare system and the currency exchange rates that used to produce fantastic $$ savings. Canadians are well educated and very productive. The problem was that when revenue is shrinking (since mid 90's), the company had to look for ever increasing savings so Canada became expensive compared to other countries. There was also a reduction in currency savings after Canada had to get their financial house in order after they could not sell their debt sometime during the 90's. So X is going to really low cost countries and getting what they pay for.
We have been offshoring work for 20 years. First to Canada, then Jamaica, st Lucia, Philippines, Santa Domingo, Guatemala, etc. Xerox would always overlook and manage it so wasn't too bad once you had people trained.
But the HCL transition is something else. Especially for HCL in India. The language barrier is just so bad.
- You can explain how to do something 3 times and they still will ask how to do it.
- They don't really comprehend what the business is so common sense is lacking.
- Turnover is bad because they don't want to work nights and find the work difficult. Everytime someone leaves they give the new person a manual to train themselves since all the X staff was laid off.
- Half the work is processed wrong and then don't know how to fix.
- Then I think the biggest mistake X made was not keeping SMEs or someone at X to overlook the work. HCL audits themselves and reports 100% quality. Then they manipulate response time data to ensure they meet target. They report to X management weekly that everything is perfect and they don't know the difference.
But hey my staffing costs are reduced to a third.
rarely receive email responses and most of the responses are clearly lacking..."check XYZ system. " Or, "Let me look into" with no further response
Field engineering is useless. A monkey screwing a coconut would be more useful.
You couldn’t make this stuff up, it’s incredible.
Horrendous decision....I know firsthand
They cannot do the workload
They constantly leave and need to be replaced
They do not comprehend the nature of this business
Customers have caught on that the work is not being done local, doesn't take a rocket scientist to see every name is foreign
Like everything Xerox does it has turned into a sh-t show.