I was not happy when United in Germany relocated the call center including Mileage Plus to Poland. Now one could end up in India if you choose the English language option, or in Poland with the German menu. I got some terribly wrong statements and frequently called UA in Bangkok or Honolulu to get things sorted out.

However over the last few months the quality of the Poland call center has drastically improved. Smooth handling of award reservations, re-booking after schedule changes, printing SWUs for use on LH, not charging award fees as a 1K, rebooking an award to SQ... so some more complex tasks have been handled usually within minutes.

I think the agents in Poland improved a lot. They just started to early without sufficient training. By now I think the quality is better, than it was before when we still had the MP office in Frankfurt.
^