I worked in one of these companies. Within months, we went from a company I would be proud to recommend to friends to a service I would never use myself, just due to the horrendous route they took to hire overseas support.

The line of tech work I was in required about a month of training after passing the interview process, and even then you had to take a test at the end to prove you’d absorbed the material before you ever speak to a customer.

When they outsourced, they just bought a company of like 30 people in an adjacent industry and gave them a week of training. Our call queues were never worse and every customer was angry with everyone by the time they talked to someone who had training.

I don’t blame the overseas agents. I blame all the companies that treat them like cattle.

Or more generalized: management going all-in with their decisions, forgetting there is a sweet spot for everything, and then backtracking losing employee time and company money. Sometimes these cause huge backlash, like Wells Fargo pushy sales practices, or great loses, like Meta with Metaverse