This is very true. The problem comes in .. while a perfect english speaking representative could be a complete idiot - and a non-english speaking (or poor english speaking) person is a genius.. the former might actually be of more help to the companies customer than the latter (assuming english speaking customers here).. simply because in the latter people get frustrated, annoyed, and angry (this on both sides, the rep and the client) because they are constantly repeating the same phrases, constantly reiterating things over and over, and feeling like you're getting absolutely no where.

I actually disagree with out-sourcing jobs not because I don't think we should be "helping" some "poor" people/country get "our" money (to me, that POV is borderline racist, actually, even in reverse: If you think it's a GOOD thing because we ARE, it's the same thing).. I disagree with it because of 2 fundamental principals: The companies do it to save money because these other countries are cheaper, IE, cheap labor. That is also somewhat a racist take - just because they are willing to take less money doesn't mean they should have to... and I also believe that the location of your call center/customer service is completely irrelevant, but what is perfectly relevant is that everyone that works for a specific branch that handles calls from a specific region should speak that regions language fluently.

That of course negates the whole reason the company is doing it in the first place, since now they have to spend even more money either training or finding fluent speaking people in every language they support and may as well just keep their center in the country being serviced in the first place.

And to that I say: Right. Stop penny pinching making customer service a near horrid experience for everyone. This has nothing to do with intellect of any party involved. I just think companies should care more about customer interaction and experiences. Unfortunately, most companies let that take a back seat to saving $$$ and I don't agree with that.