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It helps if you can read that article with a thick Indian accent, a la "Apu."
In all seriousness, it's amazing how much telephone support work has been outsourced to India. I know that my dad recently called Dell tech support with a problem and found out that his call had been routed to India.
The economies are pretty straightforward. Indian society has a large number of college-educated, English-speaking people, and their services cost about 60% less than in the U.S.
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