Thats the thing though, its the outsourcing the does the damage. No longer is the call centre centred around technical excellence. Instead it is a facsimile of the former insource, typically with no expertise, hence the need for scripts that attempt [and fail] to catch all the exceptions that may occur. The service level and effectiveness inevitably worsens and customer dissatisfaction is assured. Problems that should be simple to resolve turn into epic fails.

Five minutes spent on Twitter is enough to reveal the repeat failures that occur on all of the network operators outsources.