It would be better to have 100%, but they need someone to tell people to take the battery out for 30 seconds and start the phone back up, I mean, that couldn't be in place of hold music as people were waiting for the CSR... LOL it really annoys me when you give the outsourced CSR a really technical description of the problem and because they don't see it in the index of their CSR handbook, the good old default "take the battery out"
"One of your cell phone towers fell on my house and now I don't have service."
"Uh, Sir, please take the battery out of your phone and wait 30 seconds to put it back in. Then start it up and tell me when it is back on."
"OK, it is back on."
"Is your problem with service fixed?"
"No the tower is still on my house and I still don't have service because your tower fell on my house."
"Um, hold on" (talks to the manager) "My manager says that there might be a problem with your handset."
"No, as I said, there is a tower that fell on my house."
"I'm going to transfer you to technical support for your handset problem."
Call a US CSR,
"One of your cell phone towers fell on my house and now I don't have service."
"I am extremely sorry for the inconvenience. I am putting in a trouble ticket at your address and technicians will be dispatched to fix the problem."