said by jc100 :

What many are not aware of is those warm bodies ARE NOT even Verizon employees. The same as sprint and other companies. The work for an organization called Teleperformance. How do I know this fact? I have had friends who worked with sprint and verizon. Basically, you are hired by Teleperformance and then subcontracted to the respective company. More or less, my friend said his training was watching a few videos and taking a few written tests to know the basics. So there goes your answer why we have warm bodies. Nothing is done in house. Training, while lasting a few weeks, seems to be sub par. In the end, you're left with people who don't directly work for the company they represent. There by, you remove any reason for them to give 2 shits or feel they have to go beyond simple answers. Sad but true. We all know if verizon was cutting their pay checks (same with Sprint's shit customer support), there might be a little better service. After all, people tend to work harder when A) Trained well B) are at the mercy of their company doing well for having an income =).