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Almost everybody, not just brokers, have long phone wait times. This started out with covid shutdowns and it looks like many places decided to take that opportunity to drastically reduce head count.

I don't think that most companies used COVID as an opportunity to drastically reduce customer service head count, so much as customer service employees are working in an environment with much less support (hard to ask your neighbor what to do about something when the person sitting next to you is your kid), and with many more distractions, which has resulted in a lot less discipline on call handling. In talking to friends of mine who are still in the call center business, there has been a significant increase in average handle times for calls, which results in longer wait times with the same number of reps. And then that results in customers wanting to take more time to complain before they actually get to their problem, which results in longer handle times.....

AJ
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