Why companies outsource their help. With good skilled workers managed well, company can make more $$$$. If not, there is something wrong with management, not the workers. I work with overseas call centers daily, and even though we all speak english, there is a language barrier and sometimes Im not in the mood or have time to explain....So I call someone else. Yes, money is saved by hiring overseas help, but in the end, did the company save money? We all have choices, but it frustrates me that sometimes the person overseas on the phone is keeping me from buying the product. (or driving me away and cancelling)
Maybe someday this will come full-circle, and companies will realize that they arent selling to their full potential (and making maximum $$$$) due to choices made in staffing.
BTW I used to have AT&T and have been driven away by their overseas help.