Sorry. You are wrong.
Fortunately, the outsourcing managers dont think so. India is an English speaking nation, thought the accent is slight British/English. Though the Indian politicians try to make other languages as "National language" to win Indian votes, English is the most spoken language in India and is the primary teaching medium in India. Indian universities are renowned through out the world and there are many international students in India. Indian IIT grads are recruited by foreign companies from college campuses.
Stating that "They cant speak the language" is too outdated.
"They have a script" - this is normal for all level 1 support weather its in India or US or anywhere else in the world.
FYI - GE used to "Punish" bad performing managers years ago and depute them to India as a punishment for a term of 3 years. After 3 years, those managers never wanted to come back to US. Guess why
Also, most L1 support in India is done by Bachelor and Masters degree holders. Once they gain technical knowledge, the move to l2. They dont sit on the L1 chair for 20 years and retire. Its a highly intellectually competitive environment in India.
The outsourcing managers dont just blindly outsource. They have seen and carefully chosen to outsource.
You know Chinese products are crap. Yet 99% of the products sold in the US is from China and i bet you have them in your home too.
The same applies here too.
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