The off-shore call center personnel are generally not as well trained and certainly not as practiced as the Delta call center personnel here in the USA. If you suspect you have reached an out-sourced call center (or even if you haven't) and are uncomfortable with the level of service you are receiving, politely terminate the call and redail. What you want (in my experience) is to be connected with the SLC center. It's strictly luck of the draw, but you've drawn an inside straight when you reach someone in the SLC center.