Further to my post two days ago, Paul Sheehan in the SMH has recounted his own recent telco horror story.
A part of that is his frustration with offshore "call centres". It does seem to me that this is a triumph of efficiency over effectiveness. That is, all our customer calls cost us a lot of money so let's bring the cost per call down rather than the harder task of reducing the need to call.
All customers will tell you, the best customer service is when I don't have to ring you.