Sooo many people, and I include myself in that, don't want to do those jobs anymore. One of the reasons, that I see it that way is because they keep people in the automated loop for so long that by the time they get to speak to a real person they're so angry that the customer service person gets an earful. And being on the customer side, I don't want to deal with the automated answering service whose choices don't include my issue. Or they keep you on hold for so long that by the time a real person answers you've forgotten what you want. Or they're hoping you hang up. When I get put on hold I envision them sitting in a call center taking bets on how long I'll wait before I say F' it and hang up.
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