Bad Customer Service Is Profitable
I get the feeling the researchers never worked in a call center and don&#x27;t understand the realities involved in running one.<p>The reason why you have a first level, and then levels after that, is so Level 1 can be focused on speed for simple issues, or routing for non-simple issues.  Level 1 call work is not something the more expensive agents who can solve complex work should be doing.<p>Another alternative is doing what Sprint did over ten years ago and firing their worst customers (<a href="https:&#x2F;&#x2F;www.cnet.com&#x2F;news&#x2F;sprint-breaks-up-with-high-maintenance-customers&#x2F;" rel="nofollow">https:&#x2F;&#x2F;www.cnet.com&#x2F;news&#x2F;sprint-breaks-up-with-high-mainten...</a>).  It&#x27;d probably be better if more companies could do that, though there are companies where it is not possible (e.g. ISPs).