The Design and Implementation of laffer1

From Macintouch:

MacInTouch Reader
According to a friend of mine at Apple (where they've been assured from the top none of their support jobs are in jeopardy), Apple's interest in ramping up a call center in India will be for "low-end" support of iPods, the type of support that is easily accomplished by some support scripts involving how-tos and resets.

Apple is extremely sensitive to the negative impact Dell faced when outsourcing higher-end support to India. Apple is also extremely proud of its three-year streak of winning best customer support in Consumer Reports. They have no interest in jeopardizing that rating.