It is popular in the press to portray call centres as poor - callers get frustrated when they cannot get through, or when they are met with an automated menu of incomprehensive choices. Then when they do finally get to speak to someone - it is also a pain if the "Advisor" is not able to deal with their enquiry. From the call centre Managers perspective then these frustrations are shared. If only they could get more staff available to answer calls and if only they could get all the IT systems in place to complete a transaction in one go.
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