Tech Support, as they prefer to call themselves, are call centers, mostly concentrated in the Nearest to Capital Region (NCR), Delhi, the major chunk of this pie are Noida & Gurgaon. Reasons for their development in this region are various.
First, they are the industrial hub of this region with excellent infrastructure, which are busy during daytime, but would otherwise remain idle at night but for these kind of Call Center industry who works during night. So, the kind of infrastructure they get is far superior to what they would get at the same cost at the day time.
Second, the region is full of well trained, highly skilled call center people, who are available at night for some decent extra income. Many of them have shifted full time into this industry.
Third, the resources both tangible and intangible becomes readily available at night, combined with the opportunity to present their services to the best paymasters of the world, the US people, who are by nature’s design are about 7 to 12 hours behind in time zone, are desperately seeking services of these kind. A perfect match of demand and supply.
What is Technical in Tech Support?
If this is a call center industry who are trained for registering the complaint of brand consumers and helping them services, reach out to them, what is technical in them, one may wonder. Actually, the bad part of this is that, very little. Most of the solutions offered are common sense application, which tech savvy people can fix easily.
Surely, there is a big need of professional help for these kind of daily tech nuisances, because software issues even minor ones are not everybody’s cup of tea. However, very few of these so called tech-support companies, devote time and money into mastering these technical stuffs or hiring someone with such capabilities. So, only few of them fulfill what they promise. Rest of them are just champions of words and at best be described as con artists, who knows how to extract money selling some fictitious service bundles.
More important, they gain the insight into what consumers are actually looking for, from their experience while actually working for some brands like HP, Dell, Microsoft etc. You can say, the expertise these companies bestows on their employees for serving their customers, are in use in fooling their customers buy some fictitious bundles by their ex-employees or even existing ones!
Role of Search Engines
Search engines are the first place where a person seeking the solution for his problem would go and type a search query. Here, the Search Engines, like Bing and Google connects a person in USA to the Call center in India and the rest is fate of both. Google, the most dominant search engine, provides most of the opportunity.
Google, till recently, used to provide dedicated support to this industry through some “Google Authorized” agency and some self proclaimed “Operations Partners” of Google who were also privileged to use google.com email ids. The free adwords voucher program of Google, run through its privileged partners, increased the number of players exponentially. Many new entrants knew the free route to enter this industry. It was an era when free vouchers used to arrive with a covering letter shamelessly suggesting all you have to do is to open a New account (errr… with New Business Address). It helped Google push the CPC astronomically higher. There were other perks too. I have witnessed an account which had the privilege to use trademarked term of brands they pretended. I was not buying the client’s story initially. However, I could myself see, just as claimed by the client, the ads first got disapproved and magically all of them termed approved the next day. My jaw dropped!