Yes, but maybe it is a good moment now for FR to employ some class leading customer services experts from the wider industry, rather than lose business for the sake of their over achieving bean counters.
The accountants have had their opportunity to shine, and they've done wonders, if only to make the competition leaner and more efficient, and have done little to distance FR from their competitors, since the competition have copied the business model, got cost effective and survived.
FR can easily afford to employ the best in the industry, but it appears to be against their religion to spend the money to do so.