I suspect one is masking that a call center is in a low wage country, e.g. make customer in U.S. believe they’re talking to someone in U.S. while paying a fraction of the U.S. wage.
I suppose if you could make agents all sound the same they would be interchangeable, and companies always love that. It’s Anjali or Ligaya or Dolores but now they all sound like “Becky”?