The biggest issue with call center and front line staff at WestJet is that policies and procedures are very fluid and those staff are no longer empowered to take control of situations. I worked there up until COVID shutdown the airlines. When I started, issues were resolved pretty well and efficiently because the staff was empowered to provide resolutions. But over time that slowly changed and eventually was completely gone. Additionally, new policies, procedures and processes were being implemented but those were always changing so the staff had a very difficult time keeping on top of what is current vs not. There would be frequent updates and sometimes things would yo-yo back and forth. I wasn't part of call center or front line but even our information would constantly change because they were trying for a huge push in "continuous improvement" and optimization but things would be very poorly implemented.
I have a lot of sympathy for those folks because it is a tough situation to be in. Dealing with other people's problems every day would really suck.
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