And why would Glen outsource his own job!
I understand cheaper labor, but the outsource to India for phone support ticks me off. I'm platinum member with IHG rewards, and one benefit they give with that is a special phone line for reservations for the platinum guys, you don't have to wait to talk to someone. But when you call it you still get a middle eastern call center, and I have I repeat everything multiple times and can barely understand them. Not a benefit IMHO.