It is the way NZ companies seem to be heading, with contracting out support overseas. It guess it is a sign of a very competitive market, where costs have to be trimmed down as much as possible. But the fact is that people will usually always go for what on paper looks like the best value.
What you're saying is correct, but the fact they continue to hang onto their God-awful outsourced call centre, delivering results like this doesn't make it right, does it?
When I worked there (admittedly as TCL) they also prided themselves on the fact that all their call centres were in NZ - Auckland, Kapiti and Christchurch. The outsourcing came along after I left.