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You need to judge your support process as well as your support people
You need to let us judge your support process, not just your support people.
Like so many companies, your questions insure that any negative responses are tagged to your people and not the process.
Managers love to make their people the scapegoats. I worked with Pete, Ex VP at one company who asked the same questions as you do. The process was broken, but you had to blame the support person. When people would start complaining about support, you guessed it, he put all the blame on one or two people and out they would go. Every 3 months or so the cycle repeated itself.
If you are forcing me to call you to unlock my account, then let me connect quickly and not wait for 30+ minutes listening to your same 3 or 4 messages over and over and over again.