One of the most entertaining classes thus far has been the one with the ”Dell angry customer” video. It made me contemplate whether outsourcing in general was a good idea, and in turn got me thinking about both the pros and cons.

In regards to the Dell video the pros are: it’s cheaper, it’s beneficial to the people in India as they are getting higher salaries than they would if they worked for local calling services, and one would get a higher educated and more qualified person doing the same job, from India than from the U.S.

One major con  (as illustrated in the video) is that perhaps the workers in India aren’t familiar with American culture, and therefore it’s harder to give advice and relate. The concept of customer service proves to be quite stressful and frustrating for both the customer and the worker. In the video the American citizen was fuming at a local worker, just imagine if it was an Indian one perhaps with a thick accent that the American couldn’t understand, how angry would he be then?

Although this is an issue, it is important  for humans to be patient and recognize the benefits of outsourcing to those without a job.