I felt like I was inside a chapter of Thomas Friedman's book on globalization this morning. I had to place a phone call to find out how much interest was paid on a loan last year, for tax purposes. I was on hold for approximately ten minutes and then my call was answered by "Matt." Matt appeared, from his accent, to be a native of India and I could barely understand what he was saying to me. He had to put me on hold at least three times and finally after almost twenty-two minutes on the phone, I had what I needed.