Can someone give confirmation on what direction the new US is going with it's call centers once consolidation begins?

I have now had 5 out of 6 horrible experiences with the legacy US call centers. The only positive experience coming when I dialed HP and asked to be transferred to US's Preferred group. I work in the call center business and here's my beef with 800#s at US:

1. US doesn't staff to it's call volume. You wait on hold for at least 5 minutes to get an agent. This is criminal in a low margin, customer-oriented business.
2. I'm guessing by accents that it's offshored in some cases. I don't have a problem with offshoring but the voice and policy training is lacking.
3. They're too quick to play the "I have to transfer you" card.
4. All of my calls were dumped when transfered. You're placed on hold, waiting for a new department and get "How can I help you?" Then you repeat your question and hope you don't repeat #3 & 4.

HP is far better in most cases; since the mid-90s they really cleaned up their 800#s and centers. I emplore the US management to keep the HP process and people that ran these groups.