Call Centre Agents & terrible connections

What has happened to the call centre service???? I have had many queries with the discovery call centre over the years and all i can say is what happened?? If you have had any queries or dealings with them over the past year, i'm sure that you will agree the interaction is atrocious to say the least! It takes approximately 10 to 15 minutes to get a human on the other side, only to hear inaudible words and very noisy lines. Dogs barking and kids crying! While i understand that the past year has been very hard and uncontrollable, at least ensure that when agents take a call that the person can hear them talking and not have to recall and start the whole process over again, with the same conclusion. And eventually when you can get to tell the agent your query, they assist in resolving the matter and not to have to continually call in or email for an update