I have this friend who runs a call centre, so I was very interested one day to hear a podcast by the BBC about his industry.

During the interview, the manager talked about reducing the number of cases that are 'escalated'. I found it quite an interesting concept.

Large companies pay someone else to answer the phone for them and deal with troublesome customers. Sometimes, however, the customer's demands are just too detailed or technical. And so the call has to be passed to an expert within the company.

This set me thinking. We've all heard the stories about stupid users. I started to wonder if there's a need for specialist call-handlers that deal not with the extremely technical issues but with the ones that are being made unnecessarily difficult by people who whould really be locked in a room with a box of crayons.

After all, the average customer service rep is not trained to deal with imbecility. A small specialised company could probably save the larger call centres a lot of money by providing a specialist service to deal with unwanted morons.

Or not? Is there a market for an idiot-handler service? 

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