"Yet, what's lost?"
People who built the system and know how to keep it running. People who can understand English and comprehend the problems, instead of reading scripts in India. There is a reason why Dell (as one example) moved business, customer support to India and then brought it back to the US when their business started tanking.
Verizon is sinking. Once a company gets on a layoff and outsource death spiral they almost never wise up. It's like crack for them -- they stare at org charts and constantly prune and snip and chop. "Oooo, look we could save $__ if we just eliminate..."
Not to mention "Van Helsing" is obviously a corporate hatchet man. While I was still at Verizon and he talked about 5G, his stupidity embarrassed me. But it's not his job to be a brainiac -- it's his job to cut at least half the remaining employees at Verizon, as soon as possible. (Ask a remaining Ericsson employee -- if you can find one -- if you don't believe me.)
Verizon had a good reputation. I'm pretty sure they must have a way to run the numbers to figure out how many years they can live on that good reputation while giving increasingly c-appier service. Then they do a cost analysis on how much money they can line their pockets with before kill the the company and sell off the dismembered pieces.
Jump ship. It's going full speed ahead into an iceberg.