I'm all about profit. But when it comes to profit at the cost of customer service or more importantly the agent on the phone not understanding the language of the client or being able to process your information then as a company you have a big problem.
I'm not only talking of North American companies hiring call centre agents in India or the Philippines, I'm referring to english speaking companies hiring people who are fresh off the boat who can't process the information you are providing because they don't understand every word. This can be a very frustrating and pain staking experience especially if the issue you are calling about is as simple as updating the address of your account or requesting a recent invoice.
If a company promoted itself by saying all our phone agents speak English and understanding the meaning of customer service, I would switch to that company in a heartbeat and pay a small premium for it.
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