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> How on earth did a public service get it so right, and a public company so wrong?

Maybe it's because they are not so tighly constrained to a target number of callers to answer to?

I'm not sure I understand what you mean? Can you elaborate?

Colum means that at the for-profit company, the support people are probably given a KPI (key performance indicator) of answering X calls per hour. That rushes them so they do not really help anyone.

Exactly

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