It won't be the training, although outsourced agents are generally trained less thorough. As mentioned they probably use a case based routing system for calls, i.e. 'Does the client have a valid question?' if yes, then tell him whatever he wants is impossible, if no, then tell the client he's stupid.

The problems that arise with a CBR are: faulty, out of date cbr; opaque routing system; agent's unfamiliarity with the cbr entries; agent's laziness with updating cbr when the agents detects a mistake

A cbr also encourages boxed thinking, if the agent does not find the answer to a query in cbr, the agent panicks and just guesses an answer.

Another call centre problem: low level politics resulting in the nice rather than the competent agents being promoted to supervisor. If the back-up system is sh*t...
Furthermore: Agents + supervisors will probably have the proper system authorization/or at least the possibility to contact the BO, just not the will/motivation.