I have been in the call center industry for the last 18 years (the last 9 years on the outsourcing side.) Unfortunately, they probably outsource their work (they may keep it in house) but the problem is that they picked the outsourcing vendor because they bid the lowest price or the reps are hired at the lowest rate to maintain profitability.
Another truism is that companies, excuse me the customers, get what the company pays for!
On a side note: My business partner just shut off his TV and cable. He is more productive!