And by the way, you don't "have to accept that the person on the end of the helpline may not be looking at the same horizon as you" (the specific horizon is not the issue of course, but cultural understanding is). Which is why I switched insurance companies and will not go back to Norwich Union except kicking and screaming. And telephone providers (ditto for BT).

Recognising the above, albeit somewhat late, BP pulled its call centres out of India after a few years; they still outsource other activities there - but none that is customer-facing.