I don’t know a single call centre where the level 2 agents don’t constantly complain about the utter incompetence of the level 1 agents, who appear to have never even used a mouse before.
They escalate tickets such as “the users screen is upside down”, and “callers operating system has changed to papyrus needs to be changed back”. Things that could have been fixed by both the first line service agent, and the caller, if either of them had bothered to do a 4 second Google search.
The level 1 agents are always useless.
I don’t know a single call centre where the level 2 agents don’t constantly complain about the utter incompetence of the level 1 agents, who appear to have never even used a mouse before.
They escalate tickets such as “the users screen is upside down”, and “callers operating system has changed to papyrus needs to be changed back”. Things that could have been fixed by both the first line service agent, and the caller, if either of them had bothered to do a 4 second Google search.