the call centre has been very variable lately. I had to cancel an A class booking to ORD (before the current cancellation announcement) and was hoping to convert it to a credit voucher which was allowed in the fare rules
call 1 confirmed that I could do this but recommended that I credit it closer to time due to 1 year availability
call 2 to voucher turned into a huge argument. the agent kept insisting I couldn't voucher and if I wanted to book another trip I needed to do it then and there or I would lose it. also wanted to charge a number of phone fees. I had the fare rules with me and got into a circular argument and eventually told him I wasn't interested
call 3 the same evening, lovely agent, immediately vouchered for me with no issues
you would think there was a chance to get slight more capable agents as an elite...but no