It's sad. If set up correctly, outsourcing can work exceedingly well. I set up an outsourced function in India last year which beats every KPI the old UK team struggled to achieve - plus the customers have told me they are happier now. However to do that you have to invest time and money in the planning and execution. It seems BD have just pushed the call centre to a third party without doing the preparation.

The eagerness to please is a cultural thing. It is easy to get around - don't use closed questions.