call centers: outsourced or not? which is better?

I have no issue with call centre operators, but I do like them to be in the same country as me. Preferably the same state. I have had problems calling about a local problem and being put through to an operator in India who has no idea what I'm talking about, no idea how to begin to spell the suburb I live in and often can't even speak English so I can understand them (and I am very good with accents). I am not being racial here, I am just being honest.