Why you are more likely to get a foreign person when you call Tech Support.

So I just talked to a former coworker of mine today and found out some interesting information about the Tech Support industry. It’s not that they can pay less, though that has something to do with it. 

The company I used to work for had many locations world wide and they had multiple locations on the same "project" or "account" (For example, Microsoft or Dell). Now, this is the same company running locations in the USA and outside the USA so they get the money either way. 

But here's why the foreigners are smarter than those in the USA. Contracts. In the USA, we mostly have what's called "Right to work" laws which state that; "You may quit or be fired for any reason at any time without notice." Not so in these other countries; they have contracts that read, "You cannot be terminated because of loss of project or for any other reason than violation of policy." Or something to that effect. This means that those in the USA doing the same job can be fired at anytime while those not in the USA will get paid even if the project is pulled and they sit on their ass at home. 

This means it’s in the larger company's best interest to keep the people outside the USA employed and working because they have to pay them no matter what. Then, when it comes time to reduce the workforce, the cuts come from the employees who are not under a contract, those inside the USA. It doesn't matter that the customers who are calling prefer to talk to those in the USA or that customer service ratings are higher because of that. Nope, because the people sitting in the corporate office still get the same pay no matter what and they even get a bonus for reducing the budget. 

The only way this would stop is if the 1st party provides its own support. That means Dell or Microsoft or HP or whoever would have to directly hire, train, and manage their own tech support staff. (Dell and Microsoft both directly hire support staff to help their best customers.) Then, they would care about customer satisfaction more because it would directly affect their sales and what ends up in their pockets.