I'm pleased with the outcome for you.
I think that the problem might well be revealed by the phrase 'Customer Contact Centre'. This implies a relatively large and busy section that deals with all customer phone calls, emails, letters and other communications. In my experience of such places, some staff will be disinterested, having become demotivated by their environment, while others will be little more than drones, relying on templates to create their communications and being undertrained, unaware of many of the facets of tickets and refunds, and largely out of their depth with anything more than a routine enquiry or complaint.
Sadly, by their very nature, such departments are very hard to manage effectively, particularly within a limited budget.
I think that the problem might well be revealed by the phrase 'Customer Contact Centre'. This implies a relatively large and busy section that deals with all customer phone calls, emails, letters and other communications. In my experience of such places, some staff will be disinterested, having become demotivated by their environment, while others will be little more than drones, relying on templates to create their communications and being undertrained, unaware of many of the facets of tickets and refunds, and largely out of their depth with anything more than a routine enquiry or complaint.
Sadly, by their very nature, such departments are very hard to manage effectively, particularly within a limited budget.