Expat Guru

For the last 20 plus years of my life I have been building world class Call Center and BPO organizations.

I first came to Latin America in the early 90’s to help Packard Bell Electronics establish a presence in Mexico. In 1994 I came to Costa Rica with Acer America, and was one of the principle architects of the first International Call Center in Costa Rica and Central America. In 2001, I came back to Costa Rica after a couple of years in Silicon Valley. I founded the Utopia Group as a Technology consulting company and began building a reputation and a legacy as a leader in developing visionary ideas. Utopia Group installed the first public Wifi network in a popular hotel in 2002. We led the promotion of wireless technologies including wifi and cellular technologies to promote mobile communication.

Since 2003, I have been involved in promoting and developing the BPO and Call Center industry throughout Central America, and have founded or developed organizations in Nicaragua, Costa Rica, El Salvador, Guatemala and Honduras. I was selected by FIDE (The Honduran Trade Development Organization to work with The World Bank in developing the call center business for that country – An assignment I was unable to accept due to prior commitments). I will soon be finishing a 9 month engagement with one of the most exciting new BPO organizations in El Salvador.

At 50 years old, I am proud to have had an impact worldwide on the BPO and Call Center space, and am looking forward to many years more. I am interested in reaching out to members of my network and groups who may be interested in expanding Latin American Organizations or creating new ones. I take great pride in my work and my relationships, (Please feel free to check out my references on Linkedin). If you are interested in having someone jump start your LATAM plans, someone with the experience, contacts and cultural affinity, while maintaining U.S. work ethics and sense of urgency, please feel free to contact me.

I am not looking for a job. I am looking to partner with organizations who would benefit from my experience, knowledge and relationships.

Spammers sure are stupid!

Taking a day off after running all over Central America for the last week. Spending some quality time with my wife! At the movies waiting for flick to start!

One of the things I love about my MBP is that I can use “Parallels Desktop,” a poweful virtualization program to run various OS’s on my Macbook Pro, while running OS X at the same time. I am installing Ubuntu Linux at the moment.

Back from another great trip to El Salvador. The Office Gurus are going to be one of the most successful call centers in Latin America!

In my continuing Saga of trying to get a reasonable compromise on Support from Microsoft on their Defective Xbox 360 Product, they have apparently decided I am not understanding “piss off,” in English so they sent me an email in Spanish tonight.

Estimado David Anderson,
He intentado comunicarme con usted el numero telefonico provisto (+506-8876-9807) pero me ha sido imposible. El motivo de este correo electronico es para informarle que desafortunadamente la consola Xbox 360 no ha sido oficialmente lanzada en el pais de Costa Rica, por lo que no podremos ofrecerle soprte tecnico ni garantia para su producto. Entiendo que pueda sentirse frustrado pero lamentablemente este producto solo se comercializa oficialmente en algunos paises de America (Ej: U.S.A, Canda, Mexico). Para mas informacion acerca de garantias o lugares en donde comercializamos los productos Xbox 360, le recomiendo visitar nuestro sitio web www.xbox.com

Saludos Cordiales,

Juan Pablo – Xbox 360

Amazing… A product with an over 50% failure rate! (I can Assure you that if I had known this I would not have invested over $1000 in the console and games for this poorly designed, seriously flawed piece of technology. Then they have a well documented flaw, which they themselves have acknowledged with a two year warranty extension, and they still dont get it… Why I have a problem spending a fortune sending this thing back to the U.S. and then having to reimport it??? I figure on tope of the $100 or so dollars I have already spent, that route will cost me an additional $300.

Anyone want to buy some Xbox games. I am going to ceremoniously burn this thing if I dont get a reasonable answer soon.

As you know, I have been fighting a running battle with Microsoft for the last four or five days over servicing my DEFECTIVE Xbox. Each answer from them gets more ridiculous. Below is their latest, with my answer to them at the top.

As I have explained before, but apparently you guys are NOT reading the previous emails. COSTA RICA is 100% regionally compatible with the U.S.! Do you people not READ the emails, or do you just copy and paste the line about how you are going to help, before telling someone to piss off through your boilerplate messages about the website. I don’t know if the address I have for Bill Gates above is still active, they are not bouncing so someone is reading them. But I hope someone in Redmond is concerned about the terrible support you people are offering. Well I am not going to give up on making sure I share my experiences with the world. You sold a defective product, and now you are using technicalities to avoid providing a fix. Every one of your excuses:

1. The Xbox is designed for each individual country (LUDICROUS)! The region argument makes more sense, but I have already eliminated that as an issue. Since Costa Rica uses the same broadcast standard and is the same DVD Region as the US.

2. Costa Rica is not a LAUNCH country, whatever that means. So you are telling me that you do not support the thousands of units sold through Duty Free Shops, or even more significantly, Xbox is sold here in Costa Rica by several MAJOR Retailers, including Office Depot. I suppose all of those units are without warranty.

It would seem to me that Microsoft has lost enough Class Action Lawsuits…

On 11/30/09 9:36 PM, “Xbox Customer Support” wrote:

Hello David,

This is Kody, with Microsoft XBOX Support services.

I understand that your Xbox 360 console exhibits an E74 error status code and requires repair.

I know how frustrating the issue might have been for you and let me try my best to help you resolve the problem.

You have also mentioned that you are currently located in Costa Rica and unfortunately the repair options are not available where the console was not officially launched and the repair may be processed as an out of region repair.

Because Xbox 360 consoles are qualified only for use in countries where Xbox 360 is officially sold, our service centers cannot export repaired consoles back to these countries.

In addition, because the console is not qualified for use in the non-launch country, our support staff cannot troubleshoot a console that is not functioning as expected.

For more information, see:

http://support.microsoft.com/kb/917977 Description of the regional differences of Xbox 360 consoles

Please take the time to call Xbox support to furnish the necessary details of the repair options that qualifies your Xbox 360 console.

You may also choose to call international assistance (direct dial to the US) by dialing 425-635-7180.

All Xbox 360 consoles have a standard manufacturers warranty for 12 months three years extended warranty is given to consoles that experiences problems with three red lights and one red light with an E74 error.

Please read the letter that discusses warranty changes. To read this letter, please visit this link:

http://support.xbox.com/support/en/us/nxe/Hardware/Warranty/Warranty/ProductWarrantyNew.aspx

Thank you so much for your time and understanding.

If you need to reply to this e-mail, please reply ‘with history’ (include any previous e-mail) or reference to Service Request Number 1118016625 so we can expedite our service to you.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards,

Kody
Microsoft XBOX Support Services
http://support.microsoft.com/

It is incredible that Microsoft has an apparent 54% failure rate on these machines and yet fails to acknowledge or go out of their way to fix a customer issue. I have tried to wean myself as much as possible from Microsoft in the last couple of years. I use a Mac as my primary computers, and the difference in the quality of the user experience is phenomenal.

Yesterdays news about a recent MS update causing a “Black Screen of Death,” is further evidence of the poor support and quality of MS products. I have a Sony Vaio as my backup machine, and while the computer is beautiful, and the user experience under Windows 7 is improved, it still leaves much to be desired.

I have already sent the Xbox to a local repair shop that allegedly can fix E74 errors, but this war with Microsoft over the issue is one of principle. I am not a pimple faced 15 year old kid. I have been in the service business for over 20 years, and this is the WORST experience I have ever had.

About a month ago, my Xbox 360 went on the fritz. I bought it two years ago through a friend who picked it up in Florida and bought it down to me… It was either that or pay double here with a local retailer. Anyway I took the unit to a local reseller who sells dozens of the units a week. A week later I picked it up, after paying $60 and was told that there was some kind of KNOWN issue with Microsoft, and while they got it to work again, but no gaurantee.
A week later the unit stopped working again and showed the notorius Error E74 error. I did a little investigating and it became clear that this was a KNOWN issue. So much so that Microsoft extended their warranty to cover it. Well enough… I thought to myself… Based on my recent experience with Mophee, and the popularity of the XBox 360 in Costa Rica I figured this wont be that difficult. I will contact Micrsoft and they would tell me where to take the unit for repair. (It is impossible to return such items from here to the US for repair, since the only way to do it is to send it regular Costa Rican mail, or with a visiting friend when they return. I explained this to Microsoft, along with the fact that I had already paid $60 to unsuccessfully repair a product defect.

What ensued was a chain of boilerplate emails telling me to go to their website, despite the fact that I obviously had already done this. Next were the claims that EACH Xbox is designed for a specific country and that Costa Rica was not an official “Launch Country,” and therefore there were no service options available to me other than sending the unit back to the US at my expense and paying to have it shipped back to me… Followed by the standard boilerplate text. And the funniest part of all, that a US Xbox would not even work in Costa Rica becuase of differn’t DVD encodings, Television Standards, etc.

This was the last email I recieved, after informing them that we are on the same standards as the U.S.:

Hello David,

Thank you for using XBOX Customer Support online! I am Leonard and I will be helping you today with this issue.

We are sorry to hear that your console may require servicing. Because you currently reside in a country where Xbox 360 is not officially sold, there are no servicing options.

You may choose to have a friend or a relative (residing in an Xbox 360 launch country) arrange the repair on your behalf by contacting Xbox Customer Support. Contact details can be found at http://www.xbox.com/support/contact. If you choose this option please take note of the following:

. You will be responsible for shipping the console to your friend or relative residing in an official launch country safely.

. You will be responsible for arranging the return of the serviced console back to your country of residence.

. You will be responsible for any customs fees, taxes, or tariffs that result from shipping to and from your friend or relative.

Note: Using an unauthorized service center will void the Manufacturer’s Warranty, and could exclude your console from future service by Microsoft. Full details of the Manufacturer’s Warranty can be found in your Xbox 360 Console Warranty manual.

Please write us back if you require further information or clarification. Thank you for contacting Xbox Customer Support.

If you need to reply to this e-mail, please reply ‘with history’ (include any previous e-mail) so we can expedite our service to you.

For further assistance, please don’t hesitate to write back or call Xbox Phone Support at 1-800-4MYXBOX (1-800-469-9269) at your earliest convenience, and we will be happy to help you. We are open everyday from 9am to 1am EST/ 6am to 10pm PST.

For international customers, please contact Xbox Customer Service in your local region. (To find the correct Customer Service number for your region first use this link http://www.xbox.com/en-US/ChangeLocale.htm to select the appropriate country and then use the contact number found under the support menu). You may also choose to call international assistance (direct dial to the US) by dialing 425-635-7180.

To expedite service, please provide Service Request Number 1118016625 when you call or write back.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards,

Leonard

Microsoft XBOX Support Services

http://support.microsoft.com/

Previous to that one, I recieved this gem of a response:

Hello, Mr. Anderson.

This is Eljay, with Xbox Customer Support services!

We’re sorry to hear that your console is experiencing the general hardware failure as indicated by E74 error message. We understand that you have been unable to get your console repaired in your location (Costa Rica) and would like to have this resolved as soon as possible.

Because Xbox 360 consoles are designed for one particular country only, local regulations prevent us from sending a foreign Xbox 360 console to your country. Also, Xbox 360 consoles are qualified only for use in countries where Xbox 360 is officially sold, our service centers cannot export repaired consoles back to these countries. In addition, because the console is not qualified for use in the non-launch country, our support staff cannot troubleshoot a console that is not functioning as expected. For more information, please see:

Description of the regional differences of Xbox 360 consoles or go to http://support.microsoft.com/kb/917977

If you need to reply to this e-mail, please reply ‘with history’ (include any previous e-mail) so we can expedite our service to you.

You may also choose to call Xbox Phone Support.

For US and Canada customers, you may call Xbox Customer Service at 1-800-469-9269 at your earliest convenience and we’ll be happy to help you. We are open everyday from 6am to 10pm US Pacific Time.

For international customers, please contact Xbox Customer Service in your local region. (To find the correct Customer Service number for your region first use this link http://www.xbox.com/en-US/ChangeLocale.htm to select the appropriate country and then use the contact number found under the support menu). You may also choose to call international assistance (direct dial to the US) by dialing 425-635-7180.

To expedite service, please provide Service Request Number 1118016625 when you call.

Thank you for visiting xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Kind Regards,

Eljay

Microsoft XBOX Support Services

http://support.microsoft.com/

The bottom line is that Microsoft shipped a defective product and they are doing everything they can to avoid accepting responsibility for fixing it. I reallize I bought the product in the U.S., but you can not tell me that with the thousands of units sold here in Costa Rica, that there is no distributor here. I offered to take the unit to their distributor and exchange it for another. BUT since CR is not an official “LAUNCH COUNTRY,” and my US product “would not work here,” I am sure that no local distributor can help me. This is why I switched to Mac, and why I use as few MS products as I can. They are an arrogant company that does not care at all about their customers. So before you buy any MS product, but especially the overpriced, defect ridden XBox 360, know that if it fails and you are not in the same place where you bought it, you are out of luck.

As if further proof of Microsoft’s lack of customer service was needed. I received an additional response from them today:

Hi David,

This is John, with Microsoft XBOX Support services.

We apologize for the difficulties and problems that you may be experiencing with your Xbox. I understand that you are from Columbia and need to call Xbox Customer Support to send your console for repair. You may call any of the numbers listed below that is nearest your region:

Telephone numbers:
. United States, Canada, Puerto Rico, American Samoa, Guam, or US Virgin Islands: 1-800-469-9269
. International direct dial to the United States: +1-425-635-7180
. Austria: 0800-281-360
. Belgium: 0800-7-9790
. Brazil: 0800-891-9835
. Ceská republika: 800-142-365; 2390-00-459
. Chile: 1230-020-6001
. Colombia: 01-800-912-1830
. Denmark: 80-88-40-97
. France: 0800-91-52-74
. Germany: 0800-181-2968
. Greece: 00800-44-12-8732
. Ireland: 1-800-509-186
. Italy: 800-787614
. Magyarország (Hungary): 06-80-018590
. Mexico: 001-866-745-8312
. Norway: 800-141-74
. Poland: 00800-441-17-96
. Portugal: 800-844-059
. Russia: 81080020581044
. Slovensko: 0800-004-557
. South Africa: 800991550
. Spain: 900-94-8952
. Sweden: 020-79-1133
. Switzerland 0800-83-6667
. The Netherlands: 0800-023-3894
. United Arab Emirates: 800-0-441-1942
. United Kingdom: 0800-587-1102

To expedite service, please provide Service Request Number 1118016625 when you call.

Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.

Best Regards,

John
Microsoft XBOX Support Service

http://support.microsoft.com/

Anyone want to clue me in on when I moved to Colombia? Or perhaps “John,” just needs to learn how to read?

In my mind, all keys to success in the competitive outsourcing field these days.

Having founded the first outsourcing call center in Central America in 1994, and having since contributed to the development and growth of the industry throughout Latin America, especially Central America… I have become convinced that Outsourced Call Centers, especially the telemarketing focused PAY FOR PERFORMANCE type…. have become a commodity.

People with as little as a couple of years working as an agent, team leader or supervisor in a call center in Nicaragua, Guatemala and elsewhere, rush to establish their own “boiler rooms,” where they sell into an ever more crowded market for “Online Yellow Pages,” and other PFP type projects. Many of these “Centers,” are as shady as the clients they serve, and it becomes a guessing game as to who will fold first…. The Center or the “Broker,” who is providing the list and business for the Online Advertising.

I have stayed away from working with such clients, “Either the Centers or their Clients.” It has been my good fortune to meet some extraordinary Call Center Operators over the last couple of years. The Office Gurus, is just such a client.

The Office Gurus started five years ago as a captive operation for their parent company. After moving some key call center and back office functions offshore to their Salvadoran facility, they discovered some remarkable things…

1. Millions of Dollars in Savings
2. A work ethic stronger than any other in the region
3. A work force that not only had tremendous english skills, but affinity with American Culture.
4. Significant cost savings over some of the more well known Offshoring destinations in Central America

Then came Innovation….

If it worked for the parent company, why couldn’t it work for partners and clients. WHY couldn’t they sell their success to others? The Office Gurus was born…
The Company spun off its back office and contact center operations and began providing services to outside clients, to great success. Technology evaluations were done, tools improved, modified or purchased to support different types of clients.

Commitment
One of the challenges I have consistently faced in providing consulting services to regional companies is their unwillingness to commit resources to their own success. In many cases the reasons are a lack of capital, and a need to prioritize in spending. While I may disagree with their priorities, I respect their decision making. In the case of The Office Gurus, the commitment has been there from the decision to provide outsourcing services. From investments in technology to people, facilities and best in class processes, they have made a commitment to make the business a success, and to provide REAL value to clients.

What has impressed me more than anything, is TOG’s willingness to think outside the common paradigms of the outsourcing norms. TOG aggressively and proactively invest in areas where they anticipate client need, or see opportunity to explore or exploit new opportunities. It is equally impressive how they have created a culture of staff development that includes a seamless blending of experienced and successful talent from some of the most successful operations in the region as key “pillars,” and developing internal talent through internal and external training and coaching/mentoring.

I have been working with TOG for the last four months, and even attended the Direct Marketing Association meeting with the in San Diego California, last month. TOG was a huge success at the show, with tons of potential leads for new business. More importantly, the DMA show was a sort “debut,” for TOG. Moving forward I am excited about working with them to grow their business. If you are interested in additional information, check out their website, or get in touch with me.

I recently started working with The Office Gurus, in El Salvador. TOG started off as a captive BPO organization for Superior Uniform Group in the U.S.. Within a year, the organization was so successful in saving cost for the parent company, that TOG was created as an outsourcing organization for other multinational corporations seeking to benefit from near shore cost savings and convenience.

The parent company has invested heavily in creating a boutique BPO/Contact Center operation with flexibility, significant growth potential and top tier technology and human resources.

El Salvador is a relatively new market for me, as I have focussed in previous years in Costa Rica, Guatemala, Nicaragua and Honduras, where I have contributed to the growth of robust Contact Center industries. Other opportunities recently took me to El Salvador, where I learned about the countries exciting potential as a near shore outsourcing solution. Working with TOG has been a pleasure, as the organization has leveraged its years of experience in Back Office operations, to bring Best Practices, Technology and KNOW HOW to its outsourced operation.

It is always a pleasure to work with a client who knows the value of investment as a precursor to success. TOG has done all the right things in building the organization.

Investment in Training and Personnel Development
- Internal and External training in sales
- Internal and External training in Technology use
- Advanced English training for those who need it
- Management mentoring and training
- Clear career paths for BPO and Contact Center Staff

Investment in Infrastructure, including:
-Centrally located building
– with best access to Public Transportation in San Salvador
– World Class Power Plant
– Cisco IP Telephony Solution
– Robust and scalable dialer solution
– Top Tier IT infrastructure
– Redundant Internet connections
– Best in Class Security Infrastructure

Investment in Employee Retention
- Outstanding work environment
- Lowest turnover in El Salvador
- Staff Motivation programs
- Excellent benefits and pay package

This is a company that provides American style management and reliability, with lower cost, higher growth potential and flexibility/scalability. They are able to provide a truly scalable solution from end to end. With extensive and proven experience in Back Office Processing and a team of Native and near native English Speaking Agents.

El Salvador like many countries in the region has a large community of young people who grew up in the U.S. during their Civil War days, and have returned to their homeland. These people tend to be educated, technologically sophisticated and have strong work ethics. TOG has built a solid foundation on this type of employee and has hundreds of qualified applicants waiting in the wings.

I am very excited about the opportunity to partner with TOG in growth, and look forward to the organization continuing to grow. Please contact me if you have an interest in hearing more.