Explain what about it? If they use domestic-only CSRs, then they pay more than they would otherwise. If they paid less, they could either be more profitable or pass the savings along to the customer/

You are *assuming* that their financial decision was wrong and that the savings is not greater than the cost (if any) of dissatisfied customers who stop doing business when they wouldn't have if CSRs were domestic. I agree that the problem is training - not location - so I doubt that any customers are lost purely because CSRs are not in the US. If there is lost business to some degree, I'd suspect that it isn't enough to throw the savings out the window.