Well as I said the important thing is customer experience.. The actual location of the call center is mostly irrelevant to how well the rep speaks the language of the caller.

So, while it is still technically outsourcing since the US company wasn't really hiring "US" workers (they may have gotten a couple, but doubtful the majority there were ) - it's not wholly a horrific thing if all of the people spoke that companies customers languages.

It's like, here in the US, we have a lot of "press 1 for English, 2 for Spanish".. what companies are advocating is me pressing 2 for Spanish, getting a guy who speaks greek, and happens to know the word "Hola"...

It just doesn't cut it. If I press 2 for Spanish I expect to get a Spanish speaking person (doesn't have to be of any latin/hispanic/whatever decent, could be totally white, or black, or whatever, it's how well they speak the language that matters.)