> If that customer is upset about their bill being high or their cable not working or their phone not working or whatever, they’re generally going to be frustrated as soon as they hear an accent. They’re going to say, I want to talk to somebody in America.
The thing is, outside of a racist minority, people don't hate on accents for the sake of it. They hate on accents because of previous bad experiences talking to agents with accents, usually simply due to quality of service (companies don't outsource to the third-world with the objective of increasing quality). They demand to speak to someone in America not because the foreign person is bad per-se, but because the American is likely to be paid & treated enough to care at least slightly more about their job and will probably have more power to fix things than the outsourced cannon fodder.