Years ago I worked at a call center that had Washington Gas as a client. Their 'overflow calls' were automatically switched to our lines. The extra work gets done 'free' by employees that Washington Gas doesn't have to pay etc. etc. Nice maneuver in tight-assedness, WG! We were a totally different company in a totally different city. They weren't any nicer to us and treated us like scabs. When your a rep for the company and are trying to report a gas leak emergency, you don't need an ear full of attitude! Someone told me some time back that they had started outsourcing to India, INCLUDING GAS LEAK EMERGENCY calls and customers then got MUCH WORSE treatment. CUSTOMER: "If you hear a loud 'boom' while you're treating me like *** instead of helping, it's because my house just blew up!"