"There is a strong structure in place to prevent the floor managers ever having to deal with customers - here are their contact details. For cancellations you need a guy called (dean.saunders AT pipex.net) e-mail. For sales you need a guy called (markcarberry AT pipex.net) e-mail.

These two people are entirely responsible for the duties of the managers, the staff levels and procedures within the call centre and ultimately the service you get.

If you would like to show these people (and more importantly their bosses) how incompetent you think they are then there are a few things you can do.
1. call them and hang up before they answer. They are judged on abandoned call rates and a rise in this will have a very negative reflection on their performance
2. If anyone can arrange a flood of calls so that there are more calls than agents to handle them then again this will have a negative reflection on their performance. This applies to the cancellations department only and will have no effect if you try to get customer services as they are expected to keep people waiting."

Thanks