If you think you’re talking to an expert when you call a customer service center, you’re probably not. I work at a company that is 2/3 customer support (in emp

If you think you’re talking to an expert when you call a customer service center, you’re probably not. I work at a company that is 2/3 customer support (in employee count) and prides itself in customer support compared to competitors. Despite that, they all the get the same training on all the products. If you call in about a specific product, you just get the experience that a particular rep has with it (or has been trained on) or can find the KB. There is one team of specialized reps for a specific product, but that's it. I was just talking to my team the other day about how much better I think it would be if all reps specialized in a specific product/area and then when calls came in they would be filtered and redirected to the right person. The company pays those reps by the hour, so they lose money In our case, the customer support is both support and sales, so the call center is actually a revenue generator as opposed to a cost center.