For callers it is increbibly frustrating to contact the customer service team, the folks that should be able to help with the issue at hand, and be told that the call must be transferred. It really does not matter why the call has to be sent to a different person, the fact remains that it makes for a terrible customer experience. Of course, frustrated callers easily translate into angr callers who in turn frustrate and anger subsequent customer service reps that get involved.
Cartoon from www.Callcentercomics.com
