A bad company devides available work in so many different departments and job titles the actually people with authority that is able to execute is by design very thin spread. This company could also pay higher salaries, give better training and enable more call agent autonomy because that is what is takes to deliver a frictionless delightful customer service.
That's why every mom and pop store outranks every Fortune 500 on customer service expect Amazon. Most still haven't learned to put customers central to their business but treat it as an after thought.
Putting the customer at the center of their business is a very flamboyant term that many companies say they do but appear to perhaps not do.
I like to use Telecommunication companies as an example because I worked in one heavily and dealt with these exact scenarios.
If a customer calls the service desk because their internet is broken due to vandalism at their exchange. I as a customer service agent cannot drive to the exchange and simply fix the problem myself. It requires appropriate prioritisation of all of the other problems within the network that need fixing that may also be affecting other customers, as well as requiring outside resources to rebuild that location. To add that the customer might also have a mobile SIM as a backup within the modem but is not able to achieve the speeds nor latency needs commensurate with their fixed service. And that's if you're lucky to be the wholesaler if you aren't, then your organisation literally cannot fix the problem legally because you don't have the authority to repair infrastructure that you don't own outright.
I appreciate that this a specific example, but one I have dealt with mutltiple times. Once a business grows to a greater size, it is inherently more difficult to fix problems like a mom and pop store whether or not you care the same about your customers or not. It may appear as though they don't care, but there are simply different realities at different scales.
My point being that if you assume as the beginning that they purposely distribute available work and responsibilities in such a way that to execute is difficult by design then that's not what we're talking about here. What we're talking about is where you are operating at such a scale that it is very difficult to provide great customer service even if you do care.
That's why every mom and pop store outranks every Fortune 500 on customer service expect Amazon. Most still haven't learned to put customers central to their business but treat it as an after thought.