It is entirely sensible to contract ground services when the volume does not support full-time employees. But, it is then the carrier's obligation to either have one of its people on duty as a manager, either at the station or somewhere easily reachable.

Entirely understandable that oustation staff who may administer several carriers' traffic do not know all details. But, that is what a local manager is for or, barring that, a help line. Finally, in this day and age, simple software solutions should mean that no front line agent has to know much of anything other than how to use the keyboard & monitor. Matters such as checking bags across tickets are easily programmed and step-by-step instructions can easily be provided.