Handling of bereavement by energy company

jimbo6977

Part of the problem is that in certain call centre environments the agents have it drummed, drilled and otherwise pounded into them that transferring a call to another office or a supervisor is a massive no-no, so they try to deal with matters that are way beyond their level of competence. Often this is because the frontline call centre is either outsourced or operates as a separate business unit from the back office of the service provider, so any transferred call is treated as a "cost" to be minimised. It's a perfect example of businesses knowing the price of everything and the value of nothing.