Call center workers aren't dumb, they're by design not to deviate from the script and allowed procedures. For want of a better phrase they're human admin panels. Look at any Reddit post on customer service giving incorrect advice (because they misunderstood or because they had the wrong information) and see the responses - the blame goes straight to "the company" for not being wrong. Minimising the deviation from the norm helps massively in avoiding these situations.

Frankly 95+% of my complaints have been resolved by these front line workers (I want to cancel an X, my Y hasn't arrived),so it clearly works.

They’re not just not dumb, they are intentionally disempowered, you’re not talking to a person, you’re talking to the willfull ignorance of an MBA intentionally limiting contact to reduce interaction time, drop the 5% or so tail of expensive interactions and save money. It’s not a defect, it’s by design.

The workers are not dumb. They are not allowed to give you instructions beyond what is on their screen.

Shouldn’t call people dumb. The system is dumb. Corporations are dumb. The people are still people.

You get the bare minimum service because company don't want to spend money on that and outsource everything to the lowest bidder.

If you want good service you'd have to pay for it, but you don't want to

They are not dumb, they just didn’t receive any training.