It could be a confirmation bias problem on my end, I agree. I just know how much time some highly paid corporate support people dealt with "escalations" that co

It could be a confirmation bias problem on my end, I agree. I just know how much time some highly paid corporate support people dealt with "escalations" that could have not become that had the person answering the call either had more resources to help OR just knew how to better de-escalate a situation. Of course that time is not really quantified officially, it's just a salary.