I’m a CTO for a call center company. I operate call centers in Texas, Florida, Colorado, Jamaica, Mexico and The Philippines.

Most of inbound is organized around skills. One person may be bilingual, and really good understanding of a client inventory. Another might be excellent with handling rude customers. We pass calls around the center (sometimes to another one of our own, but only if there is no one with the needed skill logged in)

Normally, if you choose an option, you’ll get routed to someone with that skill. I will choose to push the call to another (same country) center, and fall back to a message stating no one is available or route to someone without that skill to give it a shot. This depends on the nature of the call of course.

Most call centers are in the call center business. Meaning these calls are for a client. What we do largely depends on what the client wants. If they want US based calling, we will not route internationally. They would know, we give them weekly routing and call reports.

I have dealt with call centers in India but cost effectiveness just isn’t there anymore. They are good with tech, and remaining call centers are filled with outbound blasting. Which raises the price to a point where cost vs quality isn’t acceptable.

I have not have any good results for English Spanish bilingual in India.