In the past week the CSR you worked with had a hundred cases of 'it wont turn on ---> you need to plug it in' and another hundred 'where is my package --> let m

In the past week the CSR you worked with had a hundred cases of 'it wont turn on ---> you need to plug it in' and another hundred 'where is my package --> let me check the tracking number we sent you, it is out for delivery'. When I was a CSR I had a 2% escalation rate. That means 98% of the calls did not actually require any action to fulfill. If people only called for the kinds of thing you mentioned, a given company could have like 5 CSRs and answer on the first ring every time. Instead the queue has 1 person like you and 99 people who arent sure what 'this end up' means, which is why now everyone has to survive a filter before they are allowed to have their message read by a human.