Ha! That's the case in point - have you called customer support for most industries recently?

If ever there were a clear example of corporate preference for cost saving over quality....

Regarding MFB's point about the need for a Middle Class, I agree, but the fault is the internal consistency of the Shadowrun setting, not my reasoning. Although that said, the Shadowrun setting
does have a large underclass of dispossessed and the lack of unskilled work helps explain it. (Of course that's only half the equation, the other half being the shortage of education).
Quite frankly, humanity has been fighting a losing battle to make itself useful ever since the discovery of crop rotation. The principle is that Person X invents a tractor that can do the work of forty farm labourers. Do forty farm labourers then say "great we can cut down to three days a week"? Sadly not - they have to run around trying to find some other way of persuading the owning class to give them their wages. And variations on that theme have been going on for a long time now. I honestly think we're running out of ideas. There are two possibilities - one, population shrinks a little and everyone takes a few extra years in education, or two, we get a lot of civil unrest. The world of Shadowrun seems to have taken the latter path.
I think there still is a middle class in Shadowrun. It's just shrunk a little and the drop off the edge to dispossesed has just grown a lot steeper. That doesn't mean that they have become the new lower class, as they still possess a lot of the qualities of the "middle class." Chiefly, for these purposes, they buy a lot of things. But what the Shadowrun setting seems to have achieved for the most part, is a world where anyone who was "working class" is now verging on dispossesed and the people who would have been "middle" to "upper" class are now miserably working their arses off. Now that's dystopian!
Hyzmarca - I actually agree with what you said about agents, but my response was to the suggestion that corps could just slot knowsofts into any old person and get an equivalent to the dead employee. My point was that at that level, agents would be as good. If you're talking about people who inject life into their spreadsheet summaries, then we're in agreement as I see these people as being higher up the chain than the secretaries and receptionists and low-level clerks. These people are valuable and you don't want them getting pointlessly shot.
-K.