In the service business, the customer's first impression should be positive, rewarding and comforting.
Recognizing the true cost of each call to the business, it makes sense to have the right people with the right training handling the calls. It is more than a CSR's lost time spent talking to a caller who does not schedule a service appointment; it's all the advertising and promotion costs that are now wasted because the potential customer is calling some other company for assistance with their problem.