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From a customer satisfaction perspective you do not get the point. I also work in the communication area providing technical support over the phone. What a coincidence!
How is it a waste of money? If anything its going to add to more, some peopel might not play if they have to be stuck in an empty server. What about people who are in strong English euro countries and dont want to run around listening to Russian or Greek all day? Never underestimate customer satisfaction, especially in NCSofts case after running L2. Its not just "a few people" I would be willing to wager that every single clan in L2 has people from more than a few countries, as well as Aionsource's legions popping up.
What infra structure? How would it be any different than the way they propose to do it now. If you have a problem with a Euro client, you call the Euro line and viceversa in NA. I see no reason why people working on either side cant look at both servers. Its not like customer service reps handle only 1 server.
L2 (a NCSoft game) has international servers.
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