I ran an enterprise help desk for a few years. I wasnt in the day to day, but would listen to calls sometimes. The reality is, dumb 5 year olds are often smarter.

We had a large (250k) workforce with a pretty wide variance in roles. We had probably about 100 people in the call center, although some of them did more interesting stuff too. It was a very good support organization with multichannel contact capabilities and really good, well paid staff.

Basically there was a barbell distribution with the lowest ranked people and highest ranked employees being the worst. (Think attorneys and other special IC and middle managers. Executives had dedicated support and didn’t use this method.) The most expensive 20% of users make 80% of the calls. The high ranking ones were dumber to deal with and took more time, the low ranking ones called too often for dumb reasons but resolved quickly.

I cannot imagine the hell on earth the general public could be.