Seeing the comments below, it seems like its a grievances forum! :-). But anyways, few of the solutions proposed do make sense like having lesser number of operators. But what i see as most important in service to a customer is for the service executives to have your data right on their fingertips; and of course it needs to be consistent across vendors to whom u have outsourced ur service operations. So what telcos really need to have in place is a system when data accessed by the service executives comes from a single source. and each is able to dynamically view the progress on any problem, so that multiple responses too a single query can be avoided. One such solution that is popular with many companies is CRM (Customer relationship management) which has been adopted by a number of companies worldwide and in india is in nascent stages atleast for IDEA which has given its ops to IBM. so as expectations increase from customers, companies will have to catch up on technology.