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Hi Chris,
I noticed the same as you did. But I also read that this is a 70 seat call centre, which is in case a " small " one ( no offense, mine is only a 82 seater ). This means, that Steven will lack a certain amount of flexibility that larger centres have.
I share your vision, that the problems are on a higher level, and think that the first thing that I would do, is make an inventory of the questions that are asked.
Niek
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