Have Flight Centre SA outsourced customer service?

I have in the past written rave reviews about Flight Centre South Africa, but something has changed at their online help centre. I get the distinct feeling, the service has been outsourced or is now based in Australia. The line is difficult to hear, the accents are distinctly not South African, and the level of humour/attention/kindness I used to get from Flight Centre is gone. The operators don't seem to care anymore. I asked if the person I was talking to was in South Africa and was told yes, but she phoned me back from Australia! I had hoped moving a return flight would be as easy as it used to be - but it's not fun now. The response is still quite quick, but it's not easy to ask for a range of dates to be looked at. Customer service stood Flight Centre above the opposition, but this is a move in the wrong direction. Sorry FC