[craigj2k12]

Originally Posted by Nopanic

I think its important to understand that this isn't Masque fobbing off, or not caring. He is doing his job and he is very good at it.

We have hundreds of 1st line agents fielding thousands and thousands of calls a day and they are very good at what they do. Of course we will see issue they don't know how to handle and this is were 2nd line come into it.

If 1st line took ownership of issues, we would have a mass of the same faults, in 100 different formats, with no one taking calls ..

Call centres are a fast paced environment, the majority of calls are quick fixes, advice, support or stage. That's not to say everyone does everything right all the time.

its the web design department you want to watch out for