Straight to 2nd line support.
We do not operate a 1st line or call handling tier of staff. Experience and feedback has shown that customers do not want a call back, they want to speak to the person who will go on to fix the issue. We therefore staff our service desk with 2nd and 3rd line technical staff only. We guarantee calls will be picked up within 30 seconds and the person answering will be the one who deals with the incident.