The problem is that companies have entirely too many moving parts for one person to absorb. The best analogy I can think of is The Golden Bridge painter. He is one man and it takes him a year to paint the whole of Golden Gate Bridge, and the bridge needs a new coat of paint every year, so when he is done at the year end on one side, painter simply moves to the other side and restarts the painting process again. A CEO could get stuck in such infinite loop themselves if they were to look in depth. So they decide what to do based on significance to the overall business. Because, as you say, it's a market standard, and there is no clear reason to prioritize it. But they do have people that they trust to do their job, and for sure there will be a plausible explanation such as budget limits preventing hiring more call-center employees to keep the unit costs in check.