When Help Is Half a World Away
http://www.pcworld.com/howto/article/0,aid,114720,tk,wb031504x,00.asp

Kandra, Anne
PC World
2004

Abstract:

I've heard from a multitude of readers annoyed by language difficulties when their calls go to offshore service reps. They say that offshore techs often seem to be reading from a script instead of listening to details, or that they seem ill-informed about products or company policies. And many complain that calls to far-flung tech support centers often get disconnected.