I KNEW this was going to be an answer. "OH IN SF YOU HAVE TO PAY SO MUCH MONEY FOR SALARIES so it makes sense if you're in SF." That's ridiculous and you know it is.
Most businesses aren't in SF, most startups aren't even in SF. Yes, I know you think you guys are the center of the world. But there is a reason call centers are in lower income areas and its not because people are just getting around to decentralized support centers.
Amazon has been doing this for.. nearly a decade already? Other companies do this in the Philippines. It has nothing to do with justifying an employee, it has everything to with justifying hiring 3-4 employees (or even 10) rather than one service who is just going to be a glorified answering service.
Most businesses aren't in SF, most startups aren't even in SF. Yes, I know you think you guys are the center of the world. But there is a reason call centers are in lower income areas and its not because people are just getting around to decentralized support centers.
Amazon has been doing this for.. nearly a decade already? Other companies do this in the Philippines. It has nothing to do with justifying an employee, it has everything to with justifying hiring 3-4 employees (or even 10) rather than one service who is just going to be a glorified answering service.