I am not sure what the Corpus Encoding Standard has to do with E* CSR's but I am curious if you are being literal. I have always spoken with someone who has spoken competent, if accented, English. Whether or not the CSR was actually able ("empowered") to help is a different issue. Getting somebody in the U.S. is no guarantee of understandable speech. (Para Espanol, marque dos....). We should be more concerned with personal information being disclosed as it will inevitably end up being sold somewhere on the Indian subcontinent. Whenever possible, use a non-toll free number. It is no guarantee that you won't be switched to Bombay, er, Mumbai but it is less likely and well worth the charge. Much less complicated that figuring out why your credit card was charged by a massage parlor in Bangkok.