The only thing that surprises me in the OP's tale is that there seems to be an assumption that things would become better in 2025 than they were in 2024, 2023 etc. My sense on those particular types of issues is that they have become distinctly worse. I don't think it has anything to do with IT either, more about rules, processes, and agents training and roles.

Unfortunately, none of those things are either moving in the right direction or any realistic change of moving in the right direction in months to come.

Incidentally, I agree with one of the posters above that however sad that makes me feel, and notwithstanding a few absolutely brilliant Didsbury agents, as a whole, the Mumbai team is now distinctly better (and more willing) than the Didsbury one. Again, a few of the (particularly more experienced) GGL team agents in the UK are truly excellent, but they are now part of a far larger and far more heterogeneous pool compared to before.