The distance from TS to engineering has no impact on speed (unless there is someone on the phone with a question that you could ask an engineer in real-time about which is difficult to do what you are a few thousand miles away). The distance between two call centers certainly has an impact on speed. Queue theory is a very interesting topic and the way that our support had two separate call centers has had a large effect on people who phone in for help.
Distance can affect quality. It certainly helps to be physically located where the engineers are.
Sincerely, Paul Burchfield, Genealogy.com Technical Support Find Ultimate Family Tree knowledge base articles, hints, tips, message boards and more at: http://www.uftree.com/UFT/Nav/ufttech.htmlhttp://www.uftree.com/UFT/Nav/ufttech.html