Comment by JamesBarney

1) There exist many high skilled and qualified foreign born workers in the US. Agreed

2) There are lots of qualified people in India. Agreed

3) Screaming at anyone on the other side of the phone is horseshit Agreed

Companies either see support as a cost center or a differentiator. Those that see it as a cost center are less likely to invest in providing top tier support and more likely to offshore their support.

Now I'm sure there are companies that offshored not to save costs but to increase quality but they are rarer. And they are hamstrung by the existing experience of customers that expect offshore support to be worse.

If for historical reasons all L2-L3 support was offshore and L1 support was onshore, then people would breath a sigh of relief when they heard the accent.