Yes. I work for SBC. In one of their call centers, Arlington Heights, IL. (I'm not "on the phones" though).
There are also centers in Texas (as you would imagine) and Dublin, California.
There are no call centers for any of the SBC businesses in India.
The delays while handling your calls are likely due to having to create a trouble ticket. The blanks have to be filled in, timestamps have to be established (so performance can be judged, and hopefully, improved).
I know many people will have trouble believing, but the call center (the folks on the phone) people are "reminded" every day what their call stats are, and what they can do to improve them.
Can't get around the ticketing system though, it takes a few minutes to fill in the blanks .... it's a necessary tool. Even a "one simple question" call requires a ticket.
It's a hard working group.
FWIW
Scott