when i phone up my gas company, or my electricity company to pay a bill i talk to a robot (and actual one, an automated one). i just go through all the multiple choice questions, and say things like my name and bank card number over the phone and it pays the bill. they dont need humans to help you these days.
i bet 10p that is what 99% of their "phone support" will be. just an automated multiple choice kinda thing.
the beauty of those things is that they make the company money through phone charges, without them having to employ anyone.