[scrotnig]

The reason for supervisors calling back rather than taking the call live, is because they are often doing other things. I know some callers seem to think there's one sat by every advisor just in case a customer needs to speak to one, but the reality isn't like that.

Where I am, supervisors ALWAYS attempt to call back, but you'd be amazed how many times the customer doesn't answer the phone when they do, even if it's 5 minutes later. Just my personal experience.

Also, advisors are trained to attempt to resolve queries themselves, after all, that is what they are paid to do. I hardly ever have to escalate any calls, and on the odd occasion I do, it's because I've physically done all in my power to help, and both myself and the caller feel it may be beneficial for someone with more authority to take a look.