Given the source of this piece, I would be more apt to believe it's an orchestrated ploy to get sympathy for outsourcing. If and when I do get an "outsourced call center", I insist on speaking to an American, If they refuse then I move my business elsewhere after writing the company to express my disgust with their Anti-American worker attitude.
I refuse to spend an hour or more on a call that should have taken no more then 10 minutes had the tech spoke American.
exactly. I call the call center and if the person and I have a problem communicating, I stop the call, return the product and send an email to the company stating why I returned the product.