Most companies now arent only outsourcing for cheaper labor. Most of the outsourced employees are either friendlier or less likely to return the customers agression when they receive it. I've worked at a call center where a significant portion (about 90%) of the employees worked in a call centere in Banglore as well as manila. I dealt with them everyday and they were subject to some of the worst callers yet they refrained from raising their voice or even sounding aggravated on the phone. Its really hard to get that with an american rep that will pretty much yell right back and at times, drop the call.