Here's a little hint for those of you who are running a phone support type operation.
You should ensure that all of your operators are reasonably proficient in the language of the country that you are attempting to offer support for. This ensures that a correct flow of information can occur between yourselves and the customer.
For those of you who have trouble translating this into the consequences it may have for your business, let me do the translation for you - IF YOU ARE SUPPORTING AN ENGLISH SPEAKING COUNTRY THEN YOUR PHONE OPERATORS SHOULD SPEAK FUCKING ENGLISH FOR FUCKS SAKES.