When Help Is Half a World Away

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.

Kandra, Anne. PC World (2004). Articles>Documentation>Outsourcing>Offshoring