Outsourcing might be the cause of some issues, esp. is there's an actual language barrier, but most of the time it's the companies themselves IMO.

Even when they employ people over here, most of the time they're required to read things a certain ghey way and do things in a specific order, etc. or they get in some sort of trouble. If it was just a mild talking to an that's it, most people would choose to ignore it and do what they know works or what comes naturally, but companies today are so controlling (to some extent understood b/c of potential lawsuits etc.) about how the customer service people do their jobs that the people just give up on going the extra mile to help someone. It either won't do any good in the end, or they'll have to deal with so much extra shit themselves so in the end they just hope the customers complain about it and things change, or that when business suffers that the people towards the top of the company get the message... rarely happens that way though.