At my most important client, the Help Desk call center is outsourced to Telus, now Telus International. We went from a Canadian call center to one that is... I have no idea where. I don't think this is beneficial for my client - whatever they save on the call center, they pay in lost work time for people that are typically ***much*** higher paid than a call center agent. The new call center cannot resolve anything that is even a little off their playbook and that leads to much longer disruptions and escalation of help desk requests, not to mention user frustration.

I cannot wait to experience this at WestJet as well...
/Sarcasm