This is a story of an American company outsourcing its IT support to an Indian offshore vendor. Assume that you are a local IT employee in the US urgently requesting for offshore help to recover the crashed system. The business users are screaming at you like hell, unable to ship the products out without the system. After listening to you explaining the symptoms of the problem, the Indian support personnel on the other side of the phone tells you ‘one second.’ You wait for one second, two seconds, five, ten, thirty and then finally ask, ‘hello, are you there?’ You’re partner on the phone responds ‘yes?’ as if nothing has happened during that thirty seconds. You, a little bit confused and annoyed, will explain the issue again and ask ‘can you find the cause of the problem?’
What do you think your Indian partner will say? – ‘One second.’
