^
Too true, I'm afraid. Like many other organizations, when it comes to staffing their call centres, BA don't seem to realize that if you pay peanuts you get monkeys. With a handful of organizations (Amex is one, although there have been a couple of worrying exceptions recently), you can vaguely discern the presence of a brain at the other end of the telephone line; BA is not one of those.

Are the call centres UK based? What's wrong with Mumbai? BA have to decide whether they are going to staff call centres on the cheap or not. If yes, they're going to get much better value for money in India. If they're prepared to go the Amex route and get decent staff here then great, but ticket prices will go up.