"Is there still such a thing as a non-outsourced call center?"
Yeah, Mediacom (local cable company) has this. It's nice, they have what they call a "virtual call center". They have local call centers throughout their service area (typically you're within 50 miles of it, in my case it's about 2 miles away.) But in case of heavy call volume (like severe storms, tornados, or hurricane knocking out service in a large area) the calls from (mostly) people saying "hey, my service is down" will spill over into other call centers instead of putting them on some collosal hold queue.