I agree in principle with what’s been written so far, but I don’t see that there’s very much I can do about it.
As a Call Centre Manager, it is my job to manage my resources as efficiently as possible. I can do that by employing good people, training them and empowering them in an attempt to reduce staff turnover and increase their usefulness. I can (and have) put a case to my managers against outsourcing the call centre.
What I can’t do is influence the types of calls received. I can’t make the product we sell better. I can make sure our callers don’t need to call back, but I can’t stop them needing to call in the first place.
I agree though that outsourcing would make matters worse.