Not only prioritizing it for their highest value customers, also for their own bottom line.

It is baffling how agents are so poorly trained on applying these certificates, which should be a fairly common transaction (especially for agents that staff the DM line). You also have to wonder how many steps and manual entries (and tricks?) it takes with the error rates as high as they are. Not to mention that even with good agents it still take 10-15 minutes to apply a G/RUC. Even more time is wasted with probably half the time a second or third call being required to fix the original errors.

Of course it is only one symptom of DL's broader decrepit systems, because other and much simpler things also seem to take forever. If they had a solid and modern back-of-the-house system, they could probably make things work with just half of the phone agents they have today.