Wonderful thread and many thanks RSSRNotInIndia , also a huge piece of luck that you are one of 10% or less of UA agents who would be able to answer these questions - imagine if we were asking someone at the ICC, ha ha.
We're aware of the backslapping and self-congratulation among UA management for the ostensible savings of the offshore CCs, but what the figures don't show is how many premium pax are driven away by an encounter with the ICC. We just don't have time for those 45-minute calls (some unsuccessful) that you would correctly process in 5 minutes. Personally I stopped flying UA when the SYD call centre closed and Allan and Sam were fired, and our calls rerouted to Manila.