...and just imagine how these cultural issues are impacting your customers...
" “The norms we expect in more developed economies, in terms of loyalty to one’s employer and business ethics, seem to be less well-developed or at least significantly different in China,” Christofis told The Reg."
Now imagine this realization and how the customer care agents in India, South America, and Philippines are impacting all your customers.
Personally as a Tier 2 Tech support agent in the US who used to deal with the support agents in these countries, I rarely found that they ever gave truthful information and would do or say ANYTHING to end a call no matter how utterly absurd the lie they thought they had to tell in order to do so.
What does it all mean. Cultures in other countries, they operate by a completely different rule set and are a HAZARD to western business success. The cost of the undermining that occurs far out-ways the cost savings of the labor.