I only hear barking dogs, truck traffic or kids playing in background when BTC people are in my zoom meetings.
What is going on out there ???
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Regardless of whether it’s the BTC or the GBS, the output is consistently incompetent. SLA performance is pathetic, yet they parade around “efficiency” using inflated KPIs. They have no grasp of the word expedite and operate at a snail’s pace. They keep closing tickets without actually resolving anything, forcing you to reopen the same issue repeatedly. At this point, is it standard practice to burn through three tickets before one problem gets fixed? This is exactly what happens when leadership optimizes for cost instead of capability.
Half the time I don’t understand what they’re saying. I’m not ashamed in asking them to repeat themselves to clarify or to speak slowly like a child.
When they’re wrong, I’m also not hesitant in getting them to redo the work until they get it right within the deadline I gave them.
Remember that they work for us. Push accountability down.
They know the caste system. They live it everyday.
And the best part is all of our talent has left so we are stuck with using the TCs. The poor su---r that needs to sign off their deliverables in Imperial must be worried. She or He will be blamed if anything goes wrong.. TCs never will be
I have yet to find a BTC arm that is filled with talented people. Argentina is packed with dummies. Malaysia is packed with dummies. India is packed with dummies. The later we used for Surveillance Engineering and the number of times they would “surveil” a problem that was literally just discussed was embarrassing. “We have less heat in this unit because of X. X will be fixed next week.” “Okay, Bangalore, are you on the line?” “Yes, everything looks okay but we noticed the temperature in the unit is down which we think is because of Y.” EM and IOL SURE GOT THEIR MONIES WORTH! WINNING!
Low cost centers. There was a memo asking us not to call them that anymore.
So I’ll call them low quality tech centers.
LQTC
BTC only works in BTC
The level of incompetence at BTC is staggering. Yet, the company continues to send work there because that’s what EM wants.