Anyone on the team can carry this one — it is mostly listening while operators complain.
Callers forgive a machine that is clear. They do not forgive a human who is rude, rushed, or from a different company than the truck that will show up tomorrow. Rep roulette at the answering service is not a staffing inconvenience. It is the brand.
Spoke: Brand damage on the phone.
This page is a chip on George Paladichuk’s topic wheel. The money tree of those URLs is here. Center of the wheel: NaiL A.I. — every call answered the same way.