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Originally Posted by ian@huth
In the UK you are likely to get the individuals own wording of what is on the script but in India with English not being their first language you are more likely to get the wording exactly as in the script with slight hesitation because it is not their natural language.
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And this is one of my pet annoyances caused by out-sourcing any kind of customer-facing departments: I want to speak to someone who I know can understand my concerns, my language, my tone and can empathise with my situation. When all the responses I get are almost robotic due to my first language not being theirs, it feels very impersonal and faceless.