This might surprise you, but most people who handle the jobs arent good at technical troubleshooting, arent good at handling things beyond what they have been taught, and need support to escalate to higher level support people who have been around longer and have a knack for those things.
But call centers tend to not have that because it looks bad on their reports.
In essence it is the business deal that is the problem and how they get compensated.
I worked for a company helping people install DSL, it was outsourced. This was way back when PPP was a new protocol, and a winsock rip sometimes had to happen because the person on the phone had a corrupted winsock due to hack, other PPP installs, and other things. Essentially the software added code to the bottom of the WInsock stack and if it already had something there, it would mess up the winsock beyond salvage.
We came up with our own rip and replace of winsock (thats what we called it), because we had a tier 2 that took time to learn these things.
But that is not profitable. In fact the company I worked for (I achieved Tier 2 status pretty quickly), didnt like paying people to sit around waiting for Tier 2 calls. Here is the trade off, a happy customer.
But they werent being paid for happy customers they were being paid for per call, no matter how long. Tier 2 calls would get complex, but we got so good it would be done within an hour or less and they would be on their way.
Hell, an executive even got in trouble for dictating that it was one issue per call, resolve it and hang up. Because that is more money.... that didnt last long as the customer (DSL company) got wind and got really upset.
So right there, you see the mindset of the customer, the mindset of the call center, and the lack of stipulations in the contract to prevent abuse.
This was all in the USA by the way, and it was right before it got shipped overseas (a year later it was overseas).
My point is, they want butts in seats to pull in money, but the dont care if its resolved, they dont care if the customer is happy, they care that they call back.
So if you want to target anyone, its the companies, not the person on the phone trying to help you. regardless of by script or with the ability and drive to troubleshoot.