She's signing off on paying for the delivery of incredibly bad customer service. Outsource everything to call centres where the agents have no authority to res

She's signing off on paying for the delivery of incredibly bad customer service. Outsource everything to call centres where the agents have no authority to resolve an out of the ordinary issue and have difficulty escalating out of the ordinary issues to someone who can fix it. How does the operation of a business not reflect on the whole C-suite? Who else is responsible?