Call centers in the US becoming more and more scarce - especially in house ones. The major outsourcers - Sykes, Convergys, etc...are going every day along with their counterparts in India, Pakistan, and South Africa. We have all had to deal with the language barrier issues...and it is only going to get worse. My former employer, AOL, still maintains 5 domestic centers (in house) but has been pushing more and more to India and now South Africa.
About a month ago I got a call from a gentleman in Los Angeles. He was an agent for a call center outsourcing firm in India, the same one AOL uses. He wanted to solicite for my ISP
's tech support services. I kindly told the gentleman that I had to put up with all the headaches a member has to go through and wouldn't wish it on my worst enemy. He never really got the picture until I had to make it bluntly clear their quality control and ability to serve people effectively sucked. Plus, I enjoy talk to my members when I get the chance to help out with calls.