VANITY: Call center problems with Spanish speakers

I was never one to make a big deal out of call center prompts that state "Press 1 for English ... blah blah blah Espanol". My assumption was that a large company wants to be able to assist customers by being able to communicate with them. So in a room with 20 operators, maybe 15 would be native English speakers, and five would be native Spanish speakers. That used to be the case. Not any more. My wife had to call Capital One. She selected English, and the person on the other end could barely speak English, and had a...