Working with the clients I do (I'm a travel planner for sports professionals), I call Marriott multiple times a day. I have gotten a few agents who had accents, but I've never gotten an outsourced call center. I also get a lot of agents who work from home. When Marriott closed its LA Area (Orange County I believe) call center, they offered those agents the chance to work from home. For a while Marriott also did some business with an agency that employs disabled people to work from home. You'd be surprised what you learn about an agent when you need to make 45 minutes worth of reservations at a time....lol

I can tell you Hilton and Priority Club do use outsourced call centers, but IME Marriott, Starwood, and Hyatt do not.