[Stephen]

Some companies do spend a lot of time and money training overseas agents and many of them, especially in India do need good qualifications even just to work in a call centre.

Most of the time the barrier is language as English may not be their first language and so do struggle but get taught basic English and ways to try and interact with customers.

some companies do send UK staff over to help as well, I have seen it many times. talking to agents overseas everyday in South Africa and Egypt mainly they are lovely people, trying to do a good job and earn a living just like everyone else.