LC CSRs can handle almost all questions because almost all the changes were made with their input. The most complex questions relate to the Web application. Senior CSRs have been trained to handle these. CSRs can escalate issues if necessary. All contractors believed we do a good job of providing customer service overall.
People seem to care and want to make the process easier.
People who think the service is not good are generally those who want us to do something we can't do. They want personal attention but our volumes are so high that this is practically impossible. More empowerment would help. Little problems have to get big before they are addressed. It's necessary to go through a lot of steps for systems changes but this is not necessarily bad.