Dan
"So are you saying that the 150 operator doesn't speak English because of her Scots accent?....NO
"Or that only native English should ever be employed for a job which requires verbal communication in the English language?"........YES
"Or that you are unable to decipher what she's saying because of her Scottish burr?".........OFTEN
"Should we perhaps, let's say, have a Brummie, Scouser, Cockney, Geordie, Bristolian or Wurzel accent instead?"......NO
"Hmmmmmm........perhaps having your ears syringed may help?".........NO