Years ago I worked for a telco. As part of trying to identify recurring problems and design possible solutions, we would sit in on support calls for a few hours

Years ago I worked for a telco. As part of trying to identify recurring problems and design possible solutions, we would sit in on support calls for a few hours a day, for a week. While we did find a few things that could be improved by adding more software, or reworking solutions, that wasn't what was needed. 90 - 95% of support calls where related to technical issues, which required first level support to create a ticket for technical support, or escalate to them immediately. First level support was pretty much not needed. It would make more sense to reverse the call flow and have technical staff pick up support calls, then transfer to first level support if the issue turned out to be non-technical, which it would be in 5% of the cases. To this day that is still my issue when call ISP or telco support. Why am I trying to have some 19 year old, with access to nothing but my billing information, trying to solve the issue of my router not connecting? The type of first level support most technical companies offers could be solved by better monitoring, better self-service and well written documentation.