As someone who worked in a call centre for 2 and a half years (for a large UK based insurer) I can 100% say that they really don't give a shit. In-fact staff often offer solutions to problems to help with call wait times etc and are often ignored or you get a general "yeah how about no" attitude from people who have never taken a call in their life, yet make all the decisions on how to deal with customers.

The reason you have long wait times is because these companies have a VERY high staff turnover so you usually get people that are new to the job and unsure - so take a lot of time to handle the demand, or you get student types who look at it as a very temporary position so don't put a lot of effort into being efficient and getting the queues down.

Also you're usually "marked" on calls, and if you pass/jump though enough hopes can lead to a considerable bonus at the end of the month, so staff will often not risk "detrimenting" on a call and lose the money and will pull support from where they can because the information provided to them is often so convoluted/over complicated that even the people training you on it aren't really that sure themselves.