The ones to blame for continued offshoring of customer service are customers themselves. They are the ones who receive the c-appy service, who keep getting switched from one person they can barely understand to another, and they keep using AT&T!
Do you really think this practice would continue if there was any serious push-back from customers? Oh, they'll b--ch on their social network of choice, but they will continue to use our services.
And if they are sticking to AT&T despite all that, why would the company give up on something that is saving it money?
As I said, blame the customers.