Service in Switzerland

Once I discussed cooperation with one Swiss firm, which is engaged in technical support for large and important customers, mostly banks. Customers of the firm only in Switzerland and Germany, so technical support is carried out exclusively in German, but since the banks are international, then in the mode 7/24. In other words, a hotline call can be made during the day and at night. And at night, of course, normal people sleep. To introduce night shifts for engineers is to break them all their lives. How to? very simple. The boys took the globe, and looked where day was at the time when in Germany and Switzerland it was night. Right in Australia. Here they opened the second tech support center in Australia, in Melbourne. And from 8 a.m. to 8 p.m. the calls are answered and measures taken by the day shift in Zurich, and from 8 p.m. to 8 p.m. - in Melbourne.

I immediately asked the question - and where did they find in Australia specialists able to provide high-quality technical support, and also in good German. They looked at me astonished, how could I have thought so. Of course, all the engineers in Australia are Swiss, who go there on a three-month business trip. Upon arrival, they are given a week to acclimatize, after which they work their watch in daylight. And in 3 months - home to Zurich, and they are replaced by the next brigade.

The next question was – are the Australians in the state at all there? They are, they answer. The guards, the cleaners, the buffets... Didn’t, I ask you, a single famous Australian engineer have been found? Why is it, they say. I found. one one. But because he did not speak good German, he was not suitable for technical support, and he was taken to Zurich, and he is now working among developers.

This is an outsourcing in Swiss. They could not even think of any India or Russia... And it’s not just about the language.