I don't think we have a recent report from anyone who called to book a cruise. I also don't think that the geographic location of the agents is important, it's how well trained, experienced, and empowered they are.
Clearly; as the Expedia-based agents prove (who are quite often American, but absolutely not travel agents). We already have reports that at least some of the "new", often offshore, agents are either not trained travel agents or don't know how to do their job properly. Whereas previously when I used them they were absolutely top notch agents, in the past.
It is possible that, like the concierge, in some cases they are still using the same agents but they have supplemented with some offshore companies that do not have well-trained staff. In that case, however, you may end up waiting 25 minutes only to be connected with someone who doesn't know how to do their job. We need more data points to see, I suppose, whether they've completely jettisoned their old agents or if they're just "supplementing" them.