One can't put a price on the value of a familiar voice. And in spite of the ever-increasing prevalence of call center jobs being sent offshore to countries like India or the Philippines, when it comes to representing your company, it's paramount that an agent can communicate with your potential clients. Bottom line is that many offshore call center agents don't understand American culture and have difficulty in ascertaining a customer's needs; therefore, inhibiting their ability to obtain valuable information accurately which hinders their overall performance and in the end, your bottom line.