Call me skeptical

Call centre managers ?

I'd like to know the management level the surveys were performed at before taking the figures seriously. As someone who works in this industry I know that the people in management on the floor are not necessarily going to know the tech going on behind the scenes in any great detail.

If you mean the guy at the very top of the chain in a centre with PCI certification then I'd certainly hope they would be aware of the regulations involved, as should any IT staff on that site and managers involved with teams running credit card transactions. That does not guarantee that every manager in a particular centre will understand the intricacies of it, especially if their lines of business do not perform credit card transactions.