It was not all smooth sailing for the Bangalore-based India operations of this $120 mn US call center. First, Delta Airlines ended its contract with Sykes in India. To add to its woes the Tampa-based top management also decided to shift about $2 mn worth of call volumes from the Indian capacity to the Philippines, where it already had 7,000 employees ostensibly with the aim of obtaining a higher rate of return. Rumors, however, persisted that customer complaints about Indian accent necessitated this change.