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I have no problem with outsourcing - it's practical whether we like it or not.
Now, just to preface... I'm the Immigration Coordinator at a hospital. I deal with a LOT of people with heavy accents, and different cultures, and a wide range of needs. I enjoy meeting these people and helping them.
Now then... When I'm all upset at whatever petty ante shit I'm upset at a company for, whatever's gone wrong... getting someone who DOES NOT UNDERSTAND ME is just plain frustrating. It makes me madder. But let's be honest... there are some very frustrating people working customer service phone lines here in the States. They come across as rude, dumb, purposely hindering jerks. That's because I'm already pissed off. Still don't yell at them, tho.
In the outsourcing cases... I do not shout at the person. I do not scream. I realize that it's not HIS/HER fault per se (but they shouldn't take a job that they're not qualified for, i.e. speaking English)... But I do ask to speak to someone else.
Because they're just doing their job as best they can. Even if that job sucks, and the job is to be difficult.
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My heart knows me better than I know myself, so I'm gonna let it do all the talkin'.
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