Unprofessional service

Isn't the time for call centre agents working from home past now? It took me 20 minutes to get through to a live person at FNB just to transfer a balance between my credit card straight and budget account. Why this can't be done online via the app or online banking, I don't know. I got passed from number to number, had to enter my ID 5 times, got quizzed about what I wanted to do by a robot who didn't understand that I actually needed to TALK to someone to get this simple thing done. I eventually got through to a human and while I was talking to her, her baby was moaning in my ear. How professional. She apologised for the baby interrupting us, but really??!! If you can't manage a professional service working from home, then you need to be back in the office. Why are so many people still 'Working From Home' at big corporates and especially government institutions?? What are they scared of? Actually having to do some work??