I thought the desi accent was good for cutting tension?

More customers now ask to speak to an American after they hear an operator with an Indian accent… “In India, the operators are doing a lot of the courtesies they are trained to do,” … but they often miss the nuance of conversations.

I didn’t know you had a choice in voice. I’ll take an Eartha Kitt with a side of Scarlett Johansson, please. Silly Americans! You can request a native, but all your call are belong to us:

[M]onitoring is also moving offshore. HyperQuality, which is based in Seattle, has 100 call monitors in New Delhi who eavesdrop on call center workers around the United States.

Eavesdropping on American call center workers probably leads to some interesting conversations in Delhi. ‘Eh, Seema, vat does it mean, “I am all crunked up”?’