Call Centres

Ive just managed to get my laptop reconnected to cyberspace after a week
Firstly I need to highlight that I am a complete technophobe - I cant even manage that video thing on the song thread. (which even Patrique has mastered)

I have a wireless connection and couldn't connect to the router - something to do with frequency or something
So I tried restores, Reboots,repair connection, Disconnet and connect, Plug out and plug in etc etc with no success
but anyway this morning I took the plunge of ringing the call centre of my provider (Vodafone home-previously BT) which is something I don't undertake lightly after some dreadful half day experiences to bangalore and back with
1) My previous main stream telecoms provider due to double billing on a broadband package
2) Those nice people in Currys due to a faulty plasma

Anyway back to the point

I rang
The options menu was fairly clear
The person answered after two rings
The first guy I spoke to got to the problem very effeciently but I had to reset the router which meant I had to hang up on the call.
Rang a second time and got a different agent
She was patient and was able to talk me through various checks in idiot proof language.
Established what operating system/Router I had and talked me though a few screens etc
Lo and behold after about 2 minutes problem resolved.

Restored my faith in humanity wasn't expecting to get professional and competent assistance on a saturday morning anyway fair play to Vodafone.

Is it just them that hires competent staff or is it the fact we are in a recession means that we have overskilled people in lower paid jobs on graveyard shifts ?