It is really frustrating to get a non native English speaker, and having their grasp of English being so minimal that you both want to scream in frustration. When I asked one recently if I could speak to her manager, hoping that would get me someone I could actually get somewhere with, she assured me she was her own manager. In fact, everyone was their own manager.... um, honey, I doubt that. A bit of talking got me someone with a slightly better grasp of English, but only slightly.
I understand the purpose of outsourcing, but surely companies would see it is in their best interest to have some English classes offered before putting people on the phone.