I used to work for a company that used call centers in INDIA. Here is how they approach it. The call rep has to have an engineering degree at least. Then they attend a 6 week class learning English slang and how to minimize their accent. Then they attend a 6 week class pertinent to what type of calls they get. At graduation they allow them to pick an American/English name to use to answer the phone.
That is a fact at least at the time 2004-2005. Because I was involved with reviewing those companies.
So they don't hire idiots. Most of them are very sharp. It is a language barrier usually.
Of course they don't pay them squat either. But it is a lot of money for them.
