Anyone who has any experience at any level in a call center has seen similar behavior. Internal, Outsourced, Off-Shored. Every single call center does something similar to this.
One reason is that the metrics are set based on profitability numbers. Either "take more calls" or in the case of a Service Level Agreement, balance the staff to the workload. This often means that centers will be understaffed for call volume, to try to balance cost vs performance.
Using the "Service Level Model" where XX% of calls must be answered in XX seconds, it almost requires this behavior for "fiscal responsability", at least if you believe the PHBs.