Bringing up the peeve on Indian outsourcing----their reps are only as good as their training. Some companies train a whole lot better than others---that's why I've had no problems with some online reps and why others leave me tearing my hair out. My husband and I lived in a residential hotel in Mombai where people from all walks of the international business world came through. One afternoon I struck up the acquaintance of a young lady and she informed me that she was there to train the Indians on the outsourcing of their claims department phone calls for their US health insurance company. Laughingly, I replied, well, I sure hope that you don't represent United Health Care as we have had lots of problems with them in the past. As I continued, I commented that the right hand didn't know what the left hand was doing--one rep said this was covered another said no and the doctors' offices were going crazy and I was spending a lot of time trying to clear up insurance claims. Well, she looked at me kind of stricken and said, "Yes, I am training the Indians to outsource for United Health Care." I was not even embarrassed because of all the problems that we have had with them and I said "Well, you guys have some problems". And she commented that that was why she was over there. She agreed that they did and that they were working on it. She also added that as soon as they hired the best of the lot, that they would move on to better paying jobs.
Once again----if you get a rep that you think is incompetent or you can't understand them ask for another or hang up and try again---usually I get someone from the states.