i don't know in your countries, but in Italy this is same for each big company with a call center like phone , gas, electricity, internet, banks...

simply they feel they have to give the service, they outsource it to the cheapest cost and give zero training, so the result is that you have a lot of incompetent people trying to do as less as they can. normally the workers are not motivated, between jobs (normally the best ones) or even hopeless people...basically in the end you get no service or you need to try your luck and get the nice employee that works seriously and that can make your day...
fortunately there is always somebody good...