I guess they forgot to copy that part. They really are taking the "Made in China" to a new level of "I definately can't trust this"

There is some points you seem to ignore about offshore outsourcing as it is completely different than a local outsourcer.

1. Most of the time (based on my experience) they ensure their own call quality, therefore they tend to be a little less "harsh". I have seen at multiple occasions a call being graded 100% when the employee would probably have been kicked right out the office if he would have done that here.

2. The "outsourcer" (the company) IS getting paid by the call & airtime, then the employee taking the call at their office gets paid by the hour just like eveybody else, that means more call is the better for them.