In the UK with Platinum before Centurion existed, Amex were famous in the "trade newspapers" for the way they'd constantly be changing outsourcing deals and introducing new IT systems to manage "customer relationships". I never booked a flight ticket through Amex, but would try once a year or so, just to see how they compared with what I got elsewhere. Got sick of the automated phone systems which was very much about pushing you to the appropriate outsourced service provider.

One time I phoned and got through to Thomas Cook. The rep asked me "what is your service provider". Turns out a bug in the system meant they didn't know who their callers were calling. She clarified by giving me a list including Amex. Since the secret was "out" I just asked her would I get a better deal with another "provider". Answer was yes - and she would have no problem putting the order through on that code. Could still pay with Amex! In the end I didn't bother.

Running your business this way might make good business sense, but not if its not seamless. Also it licenses Amex to just tell you that something is "not their fault" or is an issue "for another department" (ie outsourced elsewhere).

Now when I get through to a call centre I sometimes ask the staff if they are working for other providers except the one I called and whether there is anything better on offer. Of course sometimes they can't answer. But other times (especially when its the centres based in the UK rather than India) they are jolly happy to help out.