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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

Actually, I have asked a couple of them and they said that yes, the company reduced the customer service head count. Judging from the number of spam calls I get daily, a lot of them just moved over to a telemarketing company. ;-(

And yes, they are working from home--which is *not* conducive to productivity. I often hear dogs or birds or kids in the background.
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