What you're saying it's not completely true. It is true that tey try to reduce cost by using the outsoursing services...but, not all the agents are not educated or not willing to help.
Usually the issue is that us (yes, i do work for charter, I'm overseas on Panamá) the agents, have to handle aprox. 60 customers per day, and... a 95% of these customers are angry... imagine a work where your boss, the bossess of your boss, all the customers and some other pseudo bosses will be pushing you... it's not that easy as the customer thinks.
Most of the time, we, the agents are explaining things in a comprehensive way for the customer...then, what happens? Mr./Ms. Customer doesn't want to understand what you're saying...Why?...because Mr./Ms. Customer wants to have the all tier package + 10 megs of high speed internet + phone service and just pay like 10.00$...and simply will not take as a valid explanation that the regular price of a package like that will be like 155.00$
Another funny fact here...sometimes (yes not always...but it happens) customers doesn't even know how to speak whith their own language... and we as people with english as a foreign language, have to correct them.
Now, don't take it in the wrong way, i'm perfectly aware that we, agents overseas, usually won't have the most crystal clear accent, most of the people on United States hate us...but at least, some of us try to help. Honestly, if you generalize lot of people that just want to do their job will be included in there... and I don't think it's fair.